Terms and conditions
Introduction:
- Instant Shine Cleaning provides professional services to clients within Australia. our specialties include, standard cleaning (end of lease), deep cleaning, moving in/out, and a variety of other services as requested by the client.
- These terms and conditions ("agreement") govern your use of our cleaning services ("services"). By booking our services, you agree to the following terms.
Definitions:
1. Agreement
"Agreement" refers to these Terms and Conditions, which form a legally binding contract between the Client and the Service Provider for the provision of cleaning services.
2. Client
"Client" means the individual, company, or entity who books and pays for the cleaning services provided by the Service Provider. The Client is responsible for ensuring that the terms of this Agreement are adhered to.
3. Service Provider
"Service Provider" refers to Instant Shine Cleaning, including its employees, representatives, and subcontractors, who provide cleaning services to the Client under the terms of this Agreement.
4. Services
"Services" means the specific cleaning tasks performed by the Service Provider as outlined in the Scope of Services. This includes but is not limited to dusting, vacuuming, mopping, bathroom and kitchen cleaning, and other tasks as agreed upon between the Client and the Service Provider.
5. Regular Cleaning
"Regular Cleaning" refers to routine cleaning services provided on a scheduled basis (e.g., weekly, bi-weekly, monthly), involving standard cleaning tasks to maintain the cleanliness of the property.
6. Deep Cleaning
"Deep Cleaning" is a comprehensive cleaning service that includes all tasks in Regular Cleaning as well as additional detailed cleaning tasks such as cleaning behind appliances, scrubbing grout, and removing built-up dirt and grime.
7. Move-In/Move-Out Cleaning
"Move-In/Move-Out Cleaning" involves thorough cleaning of a property before a new tenant moves in or after a tenant moves out, ensuring the property is in pristine condition.
8. Property
"Property" refers to the residential or commercial premises where the Services are performed. This includes homes, apartments, offices, and other types of buildings as specified in the booking.
9. Booking
"Booking" means the request made by the Client to the Service Provider for the provision of Services, specifying the type, date, and time of the cleaning service required.
10. Schedule
"Schedule" refers to the agreed-upon date and time when the Service Provider will perform the Services at the Client's property.
11. Rate
"Rate" is the amount charged by the Service Provider for performing the Services. Rates may be based on an hourly fee, a flat fee, or a customized fee structure as agreed upon during the Booking.
12. Payment Terms
"Payment Terms" refer to the conditions under which the Client must pay for the Services, including payment methods, due dates, and any applicable late fees.
13. Cancellation Policy
"Cancellation Policy" outlines the terms under which the Client can cancel or reschedule a Booking, including any fees or penalties associated with late cancellations or no-shows.
14. Damage or Loss
"Damage or Loss" refers to any physical harm or loss of property that occurs during the provision of Services by the Service Provider. This includes any breakage, theft, or damage to the Client's property.
15. (Insurance)
"Insurance" refers to the liability coverage held by the Service Provider to protect against claims for damages or losses that occur during the provision of Services.
16. Complaint
"Complaint" is any formal expression of dissatisfaction by the Client regarding the quality or delivery of the Services provided by the Service Provider.
17. Dispute Resolution
"Dispute Resolution" refers to the process outlined in the Agreement for addressing and resolving any disagreements or conflicts between the Client and the Service Provider.
18. Confidential Information
"Confidential Information" includes any personal or proprietary information about the Client or the Service Provider that is not publicly available and is disclosed in the course of providing or receiving the Services.
19. Privacy Policy
"Privacy Policy" refers to the document outlining how the Service Provider collects, uses, and protects the Client's personal information in accordance with applicable data protection laws.
20. Modification of Terms
"Modification of Terms" refers to the right of the Service Provider to amend or change the terms of the Agreement, with prior notice to the Client.
21. Governing Law
"Governing Law" indicates the legal jurisdiction whose laws will be applied to interpret and enforce the Agreement.
22. Acceptance of Terms
"Acceptance of Terms" means the Client's agreement to these Terms and Conditions, which is confirmed by the act of booking and paying for the Services.
By defining these key terms clearly, both the Client and the Service Provider can have a mutual understanding of the expectations and responsibilities under the Agreement, ensuring a smooth and professional service experience.
Scope of services:
Service Inclusions
The cleaning services provided by Instant Shine Cleaning encompass a comprehensive range of tasks designed to maintain and enhance the cleanliness and hygiene of your home or apartment. Below is a detailed list of services included in our standard cleaning packages:
a. Surface Cleaning
- Dusting and Wiping: All accessible surfaces such as countertops, shelves, baseboards, window sills, and picture frames will be dusted and wiped down to remove dust, dirt, and smudges.
Mirror and Glass Cleaning: Mirrors and glass surfaces, including windows (interior side only), will be cleaned to a streak-free finish.
b. Floor Care
- Vacuuming: All carpeted areas, rugs, and upholstery will be vacuumed thoroughly to remove dust, dirt, and debris.
- Sweeping and Mopping: Hard floors such as tile, hardwood, laminate, and vinyl will be swept and mopped using appropriate cleaning solutions to ensure a clean and polished appearance.
- Floor Polishing: Hardwood floors will be polished where applicable to restore their shine and protect the surface.
c. Bathroom Cleaning
- Sanitizing Toilets, Showers, and Bathtubs: Toilets, showers, bathtubs, and sinks will be scrubbed, disinfected, and sanitized to remove soap scum, mold, mildew, and stains.
- Cleaning Mirrors and Fixtures: Bathroom mirrors, faucets, and fixtures will be cleaned and polished to remove water spots and fingerprints.
- Surface Wiping: All bathroom surfaces, including countertops, vanities, and tiles, will be wiped down and sanitized.
d. Kitchen Cleaning
- Appliance Cleaning: The exterior of all kitchen appliances (refrigerator, oven, microwave, dishwasher) will be wiped down.
- Countertop and Cabinet Cleaning: Countertops and cabinet exteriors will be wiped and disinfected, including any visible spills and stains.
- Sink Cleaning: Kitchen sinks will be scrubbed and sanitized to remove stains and bacteria.
Service Exclusions
While Instant Shine Cleaning strives to provide a comprehensive cleaning service, there are certain tasks and areas that are not included in our standard packages. These exclusions help us focus on providing high-quality and efficient cleaning services:
- Heavy Lifting and Moving of Furniture: Our cleaners will not move heavy furniture or appliances. Clients are responsible for ensuring that areas to be cleaned are accessible.
- Exterior Window Cleaning: Cleaning of the exterior side of windows is not included. Interior window cleaning is provided as part of the standard service.
- Cleaning of Hazardous Materials: Any cleaning involving hazardous materials, such as mold remediation, chemical spills, or biohazard cleanup, is excluded.
- Specialized Services: Services such as carpet shampooing, upholstery cleaning, and pest control are not included in our standard cleaning packages but may be available as additional services upon request.
Customizable Services
We understand that every home and client has unique cleaning needs. Therefore, we offer customizable services to accommodate specific requests. These services are available for an additional fee and subject to availability. Examples of customizable services include:
- Interior Window Cleaning: Detailed cleaning of the interior side of windows, including tracks and frames.
- Refrigerator and Oven Cleaning: Thorough cleaning of the interior of refrigerators and ovens to remove built-up grease, food particles, and stains.
- Laundry and Ironing: Washing, drying, folding, and ironing of clothes and linens.
- Organizing and Decluttering: Assistance with organizing and decluttering areas such as closets, cabinets, and living spaces.
- Special Event Cleaning: Pre- and post-event cleaning services for parties, gatherings, and special occasions.
- Eco-Friendly Cleaning Products: Use of environmentally friendly cleaning products upon request.
Service Customization Process
To request additional or customized services, clients should inform us at the time of booking. We will provide a detailed quote for any additional services and confirm their availability. Customized services will be integrated into the regular cleaning schedule based on client preferences and our team's availability.
By offering a detailed scope of services, Instant Shine Cleaning aims to provide clarity and transparency to our clients, ensuring that their specific cleaning needs are met with professionalism and efficiency. If you have any questions or special requests, please do not hesitate to contact us.
Booking and Scheduling:
Booking Process
Clients can book our cleaning services through multiple convenient channels:
Online: Visit our website and fill out the booking form with your contact details, service requirements, and preferred dates and times.
Phone: Call us at 0434130814 during business hours to speak with a representative who will assist you with your booking.
Email: Send an email to Contact@instantshine.com.au with your contact details, service requirements, and preferred dates and times. Our team will respond within 24 hours to confirm your booking.
Scheduling
Service Availability
Services are available Monday through Saturday.
Sunday appointments may be available upon special request and at an additional charge.
Holiday scheduling is subject to availability and may incur additional fees.
One-Time Services
One-Time Cleaning: A single appointment for cleaning services on a specified date and time.
Deep Cleaning: Intensive cleaning service, available as a one-time service or at regular intervals.
Move-In/Move-Out Cleaning: Comprehensive cleaning before moving into or out of a property.
Rescheduling and Cancellations
Rescheduling
Clients may reschedule their appointment by contacting us at least 24 hours before the scheduled service time.
Rescheduling requests made less than 24 hours before the appointment will be subject to availability and may incur a fee of $40.
Cancellations
Clients may cancel their appointment without penalty up to 24 hours before the scheduled service time.
Cancellations made less than 24 hours before the scheduled service time will incur a cancellation fee equal to 50% of the scheduled service cost.
No-shows or failure to provide access to the property at the scheduled service time will result in a charge of 50% of the full-service amount.
Access to Property
Clients must ensure that the Service Provider has access to the property at the scheduled service time. This includes providing keys, security codes, or arranging for someone to be present to allow entry.
If our cleaners are unable to access the property, it will be considered a no-show, and the full-service amount will be charged.
Service Timeframes
Cleaning service appointments are booked with an estimated start and end time. While we strive to adhere to these timeframes, factors such as traffic, weather, and the specific needs of previous clients may cause delays. Clients will be notified promptly of any significant delays.
In the event of an unavoidable delay or emergency, the Service Provider reserves the right to reschedule the appointment to the nearest available date and time, with prior client notification and consent.
Special Requests
Clients may request special cleaning tasks or prioritize specific areas during their appointment. These requests should be communicated at the time of booking or at least 24 hours before the scheduled service.
While we strive to accommodate all special requests, additional fees may apply depending on the nature and extent of the requested tasks.
Minimum Service Time
A minimum service time of 1 hour applies to all bookings. Clients booking for less than the minimum time will be charged for the minimum duration.
Confirmation and Reminders
Clients will receive a confirmation email or message upon booking, detailing the scheduled date, time, and scope of services.
A reminder email or message will be sent 24 hours before the scheduled service time to ensure that the client is prepared for the appointment.
Client obligations:
1. Access to Property
Provision of Access: Clients must provide the Service Provider with access to the property on the scheduled service date. This includes providing keys, security codes, or any necessary entry instructions.
Timing: Ensure that access to the property is available at the scheduled service time. If cleaners are unable to gain entry, the client may be charged a cancellation fee as per our cancellation policy.
2. Pre-Cleaning Requirements
Clutter Removal: Clients should remove personal items, toys, and excessive clutter from areas to be cleaned to allow our cleaners to perform their tasks efficiently.
Securing Valuables: It is recommended that clients secure any valuable or fragile items before the cleaning service. The Service Provider is not responsible for damage or loss of unsecured items.
3. Safety and Work Environment
Pet Control: Clients must secure pets in a safe area away from the cleaning zones to ensure the safety of both the pets and our cleaners.
Hazardous Materials: Inform the Service Provider of any hazardous materials or conditions within the property prior to the service. Clients should remove any hazardous materials to ensure a safe working environment.
4. Utilities and Facilities
Electricity and Water: Clients must ensure that basic utilities such as electricity and water are available during the scheduled cleaning service.
Access to Cleaning Facilities: Provide access to sinks, and any other facilities that may be required for cleaning tasks.
5. Notification of Special Requirements
Special Instructions: Notify the Service Provider in advance of any special instructions or specific cleaning requirements. This helps us tailor our service to meet your needs and expectations.
6. Feedback and Reporting Issues
Immediate Reporting: Report any issues or dissatisfaction with the cleaning service within 24 hours of the service. This allows the Service Provider to address and rectify any problems promptly.
Feedback: Provide feedback to help us improve our services. Your input is valuable in maintaining and enhancing our service quality.
7. Compliance with Terms and Conditions
Adherence to Policies: Clients must adhere to all terms and conditions outlined in this agreement, including payment terms, cancellation policies, and any other relevant policies.
Service provider obligations:
Quality of Service
We commit to delivering high-quality cleaning services tailored to meet the specific needs of each client. Our cleaning tasks are performed meticulously to ensure thorough cleanliness and hygiene of your property.
Professional Conduct
Our cleaning staff will always behave in a professional, respectful, and courteous manner while on your property. They will adhere to your instructions and treat your home and belongings with care and respect.
Training and Expertise
All our cleaners are fully trained and equipped with the necessary skills and knowledge to perform their tasks efficiently. We regularly update our training programs to incorporate the latest cleaning techniques and standards.
4. Punctuality and Reliability
We understand the importance of your time and strive to adhere to the scheduled appointments. Our cleaners will arrive on time and complete the cleaning tasks within the agreed timeframe. In the rare event of a delay, we will inform you promptly and make necessary adjustments.
5. Use of Safe and Effective Cleaning Products
We use high-quality, safe, and effective cleaning products suitable for different surfaces and materials. Upon request, we can use eco-friendly or specific products provided by the client.
6. Health and Safety Compliance
Our cleaners adhere to strict health and safety guidelines to ensure a safe working environment. This includes using personal protective equipment (PPE) as needed and handling cleaning chemicals safely and responsibly.
Liability and Limitations:
1. Damage or Loss
a. Reporting: Clients must report any damage or loss caused by our cleaning personnel within 24 hours of the service completion.
b. Evaluation: We will promptly evaluate reported damages or losses and take appropriate action.
c. Liability: While we take utmost care in our cleaning services, we cannot be held liable for damage or loss arising from pre-existing conditions, normal wear and tear, or the actions of third parties.
d. Limits: Our liability for any damage or loss is limited to the cost of the cleaning service provided.
2. Exclusions
a. Pre-existing Conditions: We are not responsible for damage to items or surfaces that were already damaged, deteriorated, or in need of repair prior to our cleaning service.
b. Valuables and Fragile Items: Clients are advised to secure or remove valuables, fragile items, and irreplaceable objects from areas to be cleaned. We are not liable for damage to such items unless it results from our gross negligence.
5. Limitation of Liability
a. Maximum Liability: In no event shall Instant Shine Cleaning or its employees be liable for any consequential, incidental, indirect, special, or punitive damages arising out of or in connection with our cleaning services, even if advised of the possibility of such damages.
b. Maximum Amount: Our maximum liability for any claim, whether in contract, tort, or otherwise, shall not exceed the total amount paid by the client for the specific cleaning service in question.
6. Disclaimer
a. No Warranties: We make no warranties, express or implied, regarding the suitability, reliability, availability, timeliness, or accuracy of our cleaning services.
b. Use at Own Risk: Clients acknowledge that the use of our cleaning services is at their own risk, and we disclaim all liability for any damages or losses resulting from such use.
Termination:
Termination by Client
Clients may terminate the agreement at any time by providing written notice to Instant Shine Cleaning. Upon termination:
Any outstanding payments for services rendered will be due immediately.
The Client is responsible for providing access to the property for the return of any company equipment or materials.
No refunds will be provided for prepaid services unless otherwise agreed upon in writing.
Termination by Service Provider
Instant Shine Cleaning reserves the right to terminate the agreement under the following circumstances:
Non-payment: If the Client fails to make payments for services rendered within the agreed-upon timeframe.
Breach of Terms: If the Client breaches any terms outlined in this agreement.
Incompatibility: If continuing the service is deemed impractical or unsafe due to circumstances beyond the Service Provider's control (e.g., property condition, safety concerns).
Upon termination:
The Service Provider will provide written notice to the Client.
Any outstanding payments owed by the Client remain due and payable.
The Client must facilitate the return of any company equipment or materials.
Termination of the agreement does not relieve either party of any obligations incurred prior to termination.
Dispute resolution:
In the event of any dispute or disagreement arising between the Client and the Service Provider regarding the provision of cleaning services, the following procedures will be followed for resolution:
Informal Resolution: Both parties agree to initially attempt to resolve any disputes or disagreements informally and amicably through direct communication. The Client may contact the Service Provider directly to discuss the issue and seek resolution.
Formal Complaint Procedure: If the dispute cannot be resolved informally, the Client may submit a formal complaint to the Service Provider. The complaint should be submitted in writing and include details of the issue, any relevant evidence, and the desired resolution.
Investigation and Response: Upon receipt of the formal complaint, the Service Provider will conduct a thorough investigation into the matter. This may involve gathering additional information, speaking with relevant parties, and reviewing any relevant documentation. The Service Provider will provide a written response to the Client within a reasonable timeframe, outlining the findings of the investigation and proposing a resolution.
Mediation: If the Client is not satisfied with the Service Provider's response, either party may request mediation to facilitate further discussion and negotiation. Mediation will be conducted by a neutral third party mutually agreed upon by both parties. The goal of mediation is to reach a mutually acceptable resolution to the dispute.
Arbitration: If mediation is unsuccessful or not pursued by either party, the dispute may be referred to arbitration. Arbitration will be conducted by a qualified arbitrator in accordance with the rules and procedures agreed upon by both parties. The arbitrator's decision will be final and binding on both parties.
Legal Action: If arbitration does not result in a resolution or if either party chooses not to participate in arbitration, the dispute may be subject to legal action in accordance with the governing law specified in the Terms and Conditions.
Both parties agree to cooperate fully and in good faith throughout the dispute resolution process. Any costs associated with dispute resolution, including mediation and arbitration fees, shall be borne by the party incurring such costs unless otherwise agreed upon by both parties.
Confidentiality and Privacy:
1. Client Information
We understand the importance of protecting your privacy and maintaining the confidentiality of your personal information.
Any information provided to us by the client, including contact details, property access codes, and specific cleaning instructions, will be kept strictly confidential.
We will not disclose, sell, or rent any client information to third parties without explicit consent, except as required by law.
2. Data Protection
We are committed to complying with all relevant data protection laws and regulations, including but not limited to the General Data Protection Regulation (GDPR).
Client data will be collected, processed, and stored securely in accordance with our Privacy Policy.
Measures such as encryption, password protection, and secure servers will be employed to safeguard client information from unauthorized access or misuse.
3. Access to Client Premises
Our cleaning staff are trained to respect client privacy and confidentiality while on the premises.
Cleaners will only access areas necessary to perform the cleaning service and will not tamper with or disturb personal belongings unless required for cleaning purposes.
Any sensitive information or items encountered during the cleaning process will be handled with discretion and confidentiality.
4. Non-Disclosure Agreement
Our employees and contractors are bound by confidentiality agreements to ensure the protection of client information.
We take disciplinary action against any employee or contractor found to have breached confidentiality obligations.
5. Security Measures
We implement appropriate security measures to prevent unauthorized access, disclosure, alteration, or destruction of client information.
This includes secure storage of physical documents and files, as well as robust cybersecurity measures for digital data.
6. Exceptions
Confidentiality may be breached in cases where disclosure is required by law, regulation, or court order.
We may also disclose information to protect our legal rights or property, or to prevent imminent harm to individuals or property.
7. Client Consent
By booking our services, clients consent to the collection, processing, and use of their personal information as described in our Privacy Policy and these Terms and Conditions.
Clients may request access to their personal information, update or correct inaccuracies, or request deletion of their data by contacting us.
8. Updates to Privacy Policy
We reserve the right to update our Privacy Policy to reflect changes in our practices or legal requirements.
Clients will be notified of any material changes to the Privacy Policy, and continued use of our services after such changes constitutes acceptance of the updated policy.
9. Changes to terms and conditions
Modification of Terms
We reserve the right to modify these Terms and Conditions at any time. Clients will be notified of any changes via email or our website.
Notification of Changes
Continued use of our Services after changes to the Terms and Conditions constitutes acceptance of the new terms.
Governing Law
This Agreement shall be governed by and construed in accordance with the laws of Australia. Any disputes arising out of or relating to this Agreement shall be exclusively resolved by the courts of Australia.
By booking our Services, the Client agrees to submit to the jurisdiction of the courts of Australia for the resolution of any disputes arising from or related to this Agreement.
Acceptance of Terms
By booking our cleaning services, you, the client, acknowledge and agree to the following terms and conditions:
Agreement to Terms: Your booking of our cleaning services constitutes acceptance of these terms and conditions in their entirety.
Understanding of Services: You understand the scope of services offered by Instant Shine Cleaning as outlined in this agreement and agree to abide by any additional terms communicated verbally or in writing.
Obligation to Comply: You agree to comply with all client obligations outlined in this agreement, including providing access to the property and ensuring a safe working environment for our cleaners.
Payment and Refund Policy: You agree to the pricing, payment terms, and refund policy specified in this agreement.
Liability and Limitations: You acknowledge and accept the liability and limitations outlined in this agreement regarding damages, losses, and the Service Provider's responsibilities.
Termination: You understand the conditions under which either party may terminate the agreement and agree to abide by the termination procedures.
Dispute Resolution: You agree to engage in good faith efforts to resolve any disputes in accordance with the dispute resolution procedures outlined in this agreement.
Changes to Terms: You acknowledge that Instant Shine Cleaning reserves the right to modify these terms and conditions at any time, and your continued use of our services after such modifications constitutes acceptance of the updated terms.
Governing Law: You agree that this agreement is governed by the laws of Instant Shine Cleaning and consent to the jurisdiction of the courts of Australia in any disputes arising from this agreement.
Acceptance: By booking our cleaning services, you affirm that you have read, understood, and agree to be bound by these terms and conditions.
Copyright © 2024 Instant Shine Cleaning - All Rights Reserved.
We use cookies to analyze website traffic and optimize your website experience. By accepting our use of cookies, your data will be aggregated with all other user data.