General Cleaning Terms & Services
Terms and Conditions of Service
For the Bond Back Guarantee T&Cs, see here.
Website: yourlocalcleans.com
1. Work Hours and Scope - Home Cleaning
1.1. For home cleaning services, the cleaner will perform the scheduled cleaning services only within the maximum hours scheduled and paid for.
1.2. Any additional hours or tasks requested outside the agreed timeframe may require a separate booking or additional payment.
2. Work Hours and Scope - Bond Cleaning
2.1. For bond cleaning services, the cleaner will perform the scheduled cleaning services only within the maximum hours scheduled and paid for, or within the maximum allowed room metrics associated with the bond cleaning service selected, whichever is completed first.
2.2. If the service selected does not sufficiently match the service scheduled, the cleaner reserves the right to request the client to reschedule or reselect the appropriate service or add-ons.
3. Outdoor Areas
3.1. Cleaners do not clean outdoor or external areas under any service type unless specifically agreed in writing beforehand.
4. Carpet Cleaning
4.1. Cleaners do not perform steam cleaning or shampooing of carpets. Vacuuming of carpets is included within the standard scope of services.
5. Work Standard
5.1. The cleaner will work at a reasonable pace, consistent with domestic cleaning standards commonly upheld within the Australian cleaning industry.
5.2. While every effort is made to achieve high-quality results, we do not guarantee the removal of all stains, marks, or dirt, as some may be permanent or require specialist treatment.
6. Behavioral Policy
6.1. Abusive, aggressive, or threatening behaviour towards cleaners is strictly prohibited.
6.2. If such behaviour occurs, the cleaner reserves the right to immediately cease work and leave the premises. Any remaining cleaning time is forfeited without refund.
7. Payment Assurance
7.1. Payment must be made in full in accordance with the agreed terms.
7.2. The cleaner may decline to begin or continue work if payment is not received as agreed.
8. Task Requests
8.1. All cleaning tasks must be reasonable and within the cleaner’s capability and scope of services.
8.2. The cleaner may refuse tasks if deemed unsafe, unreasonable, or outside the agreed service parameters.
9. Property Access and Safety
9.1. The client agrees to provide safe and unobstructed access to the property.
9.2. Cleaners are not responsible for moving heavy furniture or addressing hazards that compromise safety.
9.3. If unsafe conditions are present, the cleaner may refuse or cease services without refund.
10. Breakages and Damages
10.1. The cleaner will take reasonable care while handling or working around the client’s belongings.
10.2. The client is responsible for removing and safely storing fragile or valuable items prior to the service.
10.3. In the unlikely event of accidental damage, liability is limited to the cost of repair or replacement of the damaged item up to $200 AUD.
10.4. The cleaner is not responsible for wear and tear or pre-existing damage.
11. Cancellations and Rescheduling
11.1. Home Cleaning
• Cancellations or rescheduling requests must be made at least 12 hours before the scheduled booking. Failure to provide adequate notice may result in cancellation fees or forfeiture of any deposits paid.
11.2. Bond Cleaning
• Cancellations or rescheduling requests must be made at least 24 hours before the scheduled booking. Failure to provide adequate notice may result in cancellation fees or forfeiture of any deposits paid.
12. Bond Back Guarantee
12.1. For bond cleaning services, we offer a 72-hour (3-day) Bond Back Guarantee from the time the service is completed.
12.2. To claim the guarantee, you must report any issues identified by your property manager within this timeframe and provide a detailed report, including images, of areas requiring rectification.
12.3. The guarantee only applies to the specific services outlined in your invoice and excludes external areas, carpets (other than vacuuming), and items not included in the original scope of work.
12.4. The property must remain vacant after cleaning to qualify for the Bond Back Guarantee. Any re-soiling, damage, or additional use voids the guarantee.
13. No Warranty for Results
13.1. While we aim for high-quality results, no specific outcome or result is guaranteed.
13.2. Factors such as surface age, material type, and pre-existing wear may affect results.
14. Property Readiness
14.1. The client must ensure that the property is prepared for cleaning. This includes:
• Removing all rubbish, personal items, and furniture (if not agreed otherwise).
• Providing access to electricity and running water.
14.2. Failure to provide these essentials may limit the service quality and void certain guarantees.
15. Booking Times
15.1. While we strive to adhere to scheduled booking times, unforeseen circumstances may arise.
15.2. In such cases, we will contact you as soon as possible to reschedule, confirm a new start time, or cancel. Refunds will be limited to the booking amount paid, with no additional compensation for delays or disruptions.
16. Liability and Insurance
16.1. Your Local Cleans is fully insured for public liability.
16.2. The client agrees to waive any claims against Your Local Cleans for incidental costs, such as lost rent or bond monies, beyond the scope of the cleaning services.
17. Changes to Terms
17.1. These terms may be updated periodically. Continued use of our services after any changes indicates your acceptance of the updated terms.
18. Complaints
18.1. Complaints must be submitted in writing within 24 hours of the service being completed.
18.2. Please email complaints to admin@yourlocalcleans.com with the following details:
• Your name and contact information.
• The property address and date of service.
• A description of the issue, with supporting evidence (e.g., photos).
18.3. We aim to resolve complaints within 2 business days.