Terms and Conditions
Please read our list of residential Terms and Conditions...
Terms and Conditions
These terms and conditions set out the full and complete service agreement (the “Agreement”) between you (the “Customer”) and Lee Investments QLD Pty Ltd as trustee for The Lee Family Trust trading as Maid in Australia Home Cleaners and Maid in Australia Domestic and Commercial Cleaners of PO Box 6160 Toowoomba West, QLD 4350 for the provision of cleaning services.
It is important to completely understand the following terms as by using Maid in Australia Home Cleaners services constitutes the full acceptance of these Terms and Conditions.
1. Cleaning Services
1. Maid in Australia Home Cleaners provides both domestic (residential) and commercial cleaning services (the “service”), the location of services is specified by the customer as (the “premises”)
2. Services may occur on a regular weekly and fortnightly basis or as otherwise specified when obtaining a quotation.
3. The Service provided will be done so in consultation between the Customer and a Maid in Australia Home Cleaners representative (the “Cleaner”)
4. Maid in Australia Home Cleaners will provide one or more cleaners (the “Cleaner”) to attend the Premises to provide the Service at a time and date mutually agreed between Maid in Australia Home Cleaners and the Customer (the “Service Time”).
5. It is Maid in Australia Home Cleaners intention to provide the service honourably, professionally and in a timely fashion as per the specifications of the Agreement
2. Additions and Amendments
1. Variations to the specifications of the Agreement are sometimes needed, however, these variations must occur prior to the agreed Service Time.
2. An acceptable time frame prior to the agreed Service is a minimum of 12 hours to properly consider the amendments and inform cleaners.
3. Additions or subtractions of the Service must be discussed prior to the Service Time and it is at the discretion of management as to whether these can be facilitated.
4. At no time is the Customer to request direct changes of the service directly from the cleaner provided for the provision of the Service. These must be brought to the attention of management for consideration.
3. Customer Representations and Warranties
The Customer represents and warrants that:
1. it will provide a safe and secure working environment at the Premises in order for the Cleaner to perform the service requested;
2. access to and from the Premises will be free from obstruction and will be unencumbered allowing the safe provision of services by the Cleaner;
3. that the access to all services and utilities throughout the home will be provided to the Cleaner/s including access to running hot and cold water, electricity, rubbish disposal units and appliances as required;
4. in the event the customer requests their own cleaning equipment be used, they are to ensure it is in safe and full working order, if this is not the case, Maid in Australia Home Cleaners is not responsible for services that were unable to be completed due to equipment not in safe and functioning order or may jeopardise the Cleaners health;
5. it will advise Maid in Australia Home Cleaners prior to the Service Time of any expected or possible hazards including slippery surfaces, risks and dangers that may cause harm to the Cleaner and or property of Maid in Australia Home Cleaners;
6. it is authorised to use the Premises and obtain the provision of Service;
7. if the Service includes the need to move heavy objects (eg. Lounge, sofa, fridge etc) then this will be required by the Customer to move prior to the cleaner performing the Service;
8. it will secure or safely 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.
4. No Engagement of Cleaners
1. The Customer acknowledges to ensure that Maid in Australia Home Cleaners provide the highest quality, professional and trained Cleaner/s, that significant resources have been invested. The Customer agrees not to directly or indirectly, engage, solicit, canvass, induce, encourage or employ a Maid in Australia Home Cleaners Cleaner for any period during which Services are provided by Maid in Australia Home Cleaners and for a period of 24 months following the cessation of any services rendered by Maid in Australia Home Cleaners.
2. Breaches of this clause may result in Maid in Australia Home Cleaners suffering financial loss and damage for which the Customer acknowledges by undertaking Maid in Australia Home Cleaners Services and abiding by these Terms and Conditions. Loss may include the loss resulting from loss of other Customer’s services as well as the loss experienced in recruitment and training of replacement Cleaners.
5. Job Quotations
1. To determine the actual price quoted and payable is based on the size of the Premises, number of people living within the home, cleanliness, as well as the approximate hours it would take to fulfil the obligation of the scope of work provided.
2. Any domestic price quoted by Maid in Australia Home Cleaners is an estimate on either the size of the premises including number of bedrooms and bathrooms and is based on Maid in Australia Home Cleaners experience. All quotations are valid for 30 days from the date of the quote and a revised quotation may be required if the 30 days is exceeded.
3. Maid in Australia Home Cleaners has the right to alter this quote upon inspection if the scope of the work is lesser or greater than expected based on the actual state of the Premises.
4. Maid in Australia Home Cleaners reserves the right to request inspection of Premises prior to the Service Time.
5. 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 Maid in Australia Home Cleaners, Maid in Australia Home Cleaners will provide the Customer with the option to pay the additional fee to complete the Service, or pay the quoted amount without the full Service being completed.
6. Bookings
1. The methods in which the Customer may make a booking are via telephone, website or email.
2. At the time of booking the Customer must provide details of the type of premises, the size and details that may influence the access, safety and length of time to be able to perform the cleaning service;
3. The Customer agrees to provide Maid in Australia Home Cleaners with their valid direct debit details at the time of booking, and authorises Maid in Australia Home Cleaners to debit their account with an amount equal to any service and/or cancellation fees that may apply under this Agreement.
7. Payment Terms & GST
1. The Customer agrees to pay the price quoted by Maid in Australia Home Cleaners in full prior to or at the Service Time, unless otherwise agreed in advance with Maid in Australia Home Cleaners.
2. The Cleaner is not to receive any direct payment at the Service Time
3. If payment is unable to be made by the Service Time and Maid in Australia Home Cleaners has used reasonable endeavours to contact the Customer, then the Service is deemed to be cancelled and the Customer must pay any cancellations fees or changes.
4. The Customer agrees to ensure adequate funds are available in preparation for the direct debit payments. Payments which fail due to insufficient funds will result in a non-refundable fee of $5.50.
5. If legal or professional consultation is required to receive the outstanding sums, then the Customer agrees to indemnify Maid in Australia Home Cleaners for the full costs involved in recovering the funds as of the breach of these terms in failing to pay Maid in Australia Home Cleaners by the due date specified.
6. Unless specified otherwise, all prices and quotations are expressed to be GST inclusive amounts.
9. Non-Appearance
If a Cleaner fails to attend the Premises within 1 hour of the Service Time and without adequate and verified reason for the delay or failure to show, then Maid in Australia Home Cleaners will provide the Customer with either:
1. a full refund of payments made by the Customer; or
2. offer to reschedule the Service at another time mutually agreed between the Customer and Maid in Australia Home Cleaners.
10. Complaints
If the Customer is dissatisfied for any reason with the Service provided, it must inform Maid in Australia Home Cleaners within 24 hours of completion of the Service via the customer feedback page on the Maid in Australia Home Cleaners website. The Customer agrees to submit a minimum of 3 photographs of the areas requiring further attention. Maid in Australia Home Cleaners prides itself on exceptional customer service and will respond as fast as reasonably possible. It is at the discretion of Maid in Australia Home Cleaners as to whether there is any alterations, refunds or remedies provided as a result of the complaint.11. Exclusions and Limitations
To the extent permitted by statute, Maid in Australia Home Cleaners is not responsible for:
1. not completing or providing the Service due to the Customer’s inability to provide a safe working environment
2. any damages caused by defective cleaning materials or cleaning equipment provided by the Customer;
3. 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 Maid in Australia Home Cleaners;
4. existing dirt, wear, damage or stains that cannot be completely cleaned or removed;
5. any wear or discolouring of fabric and/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 Maid in Australia Home Cleaners or the Cleaner.
12. Accidents, Breakage, Damage & Theft
1. Maid in Australia Home Cleaners is unable to protect against accidental damage. Any suspicions of damage are to be reported to Maid in Australia Home Cleaners within 24 hours of Service.
2. 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 Maid in Australia Home Cleaners within 24 hours of completion of the Service.
3. To the extent permitted by law, damage or loss to the following items is specifically excluded from the liability of Maid in Australia Home Cleaners under these terms and conditions: cash, jewellery, art, antiques, items of sentimental value and damage to surfaces such as shower screens, floors and bench tops.
13. Cancellation Fees
1. 12 hours notice by the Customer is required to suspend or cancel a Service for any reason.
2. If 12 hours notice is provided, Maid in Australia Home Cleaners will provide its best endeavours to reschedule in accordance with the Customers expectation but will be subject to availability of the cleaner/s.
3. In the event that the Customer does not provide 12 hours notice prior to the commencement of the Service, the Customer agrees to pay a cancellation fee of $80 (inclusive of GST) for administrative costs, loss and to honour the cleaner’s time.
4. For regular domestic cleaning, 12 hours written notice referencing the last clean is required to cancel an ongoing arrangement.
14. Fee for Non-Access to Premises
If in the event that the premises is unable to be accessed preventing the schedule of Service, then Maid in Australia Home Cleaners will charge $80 (including GST) for the cost of administration and travel expenses.
15. Termination
1. This Agreement may be terminated by the Customer by providing at least 12 hours notice prior to the Service Time.
2. Maid in Australia Home Cleaners may terminate this Agreement with immediate effect if the Customer is in breach of this Agreement.
16. Privacy Policy
1. The Customer acknowledges that any information provided by the Customer may be used by Maid in Australia Home Cleaners for the purpose of providing the Service.
2. Maid in Australia Home Cleaners will take all reasonable precautions to protect personal information provided by the Customer from loss, misuse, unauthorised access or disclosure, alteration or destruction.
17. Changes to this Agreement
1. Maid in Australia Home Cleaners 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 12 hours after it has been published on the website.
18. Severability
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.
19. Copyright
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, publish, transmit and/or otherwise distribute this content is forbidden without first obtaining the prior written permission of Lee Investments QLD Pty Ltd as trustee for The Lee Family Trust trading as Maid in Australia Home Cleaners and Maid in Australia Domestic and Commercial Cleaners.
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