Terms And Conditions

Terms and Conditions for Crystal Bond Cleaning Company

  1. Interpretation:

  • “You” referred to as the Client

  • “WE” means Crystal Bond Cleaning or an authorised contractor or “US” the Company

  • “SERVICES or SERVICE” any service that the client would like performed

  • “TERMS AND CONDITIONS” means the terms and conditions supplied within the webpage or any conditions agreed in writing by US

  • “CLEANER OR CLEANERS” means any person who performs the service working for us

  • “MANAGING AGENT” means the agent who manages the rental affairs of the property. For instance a Real Estate Agent

  • “PROPERTY” means the property that is requiring a Bond Clean

  • “BOND CLEANING STANDARDS” means cleanliness in the Property that would pass the Managing Agents scrutiny (in accordance with Residential Tenancies and Rooming Act 2008)

  • “REASONABLE ENDEVOURS” means that we have tried our best to make an informed decision with the information that is available to us at that particular point in time.

    Agreement:

By engaging the services of our cleaning company, you agree to be bound by the following terms and conditions. These terms constitute a legally binding agreement between you (referred to as "the Client" or "you") and our cleaning company (referred to as "we," "us," or "the Company").

Services:

WE offer professional cleaning services for residential and commercial properties. The specific details of the services to be provided, including the scope of work, frequency, and duration, will be agreed upon in writing or discussed prior to the commencement of cleaning.

Pricing and Payment:

Our cleaning services are priced based on factors such as the size of the property and the level of cleaning required. We use reasonable endeavours to quote as accurately as possible however at times quotes are subject to change based on ours or the customer identifying additional factors. Such factors  are;

  • The property is not accurately described by the customer or significantly differs from the customer’s description. For instance, the property has additional rooms including living or study, extra bathrooms or toilets or additional blinds or different blinds than described.

  • The condition of the property is heavily soiled and requires extra time, chemicals or specialist service to clean the area. This includes any areas we deem dangerous such as windows at heights or areas that require special equipment to make the area up to Bond Cleaning standards.

  • Any area within the property including possible contents that falls outside the agreed service as defined within the cleaning schedule.

  • The cleaner has incurred additional costs such as parking

  • The customer’s original requirements are altered. For instance, the customer requires a particular item to be cleaned not already included in the quote, such as carpet cleaning or windows.

  • If a quote variation is required WE will contact you to agree to the variation

  • Once the quote variant is agreed, YOU agree to pay the variation amount on your supplied credit card before the variation work commences.

  • If you do not agree with your quote variations, PLEASE NOTE this may void some areas or all areas of your bond back guarantee.

  • Payment terms and methods:

  • Payments for the services are to be made via credit card or bank transfer prior to the day of the service. Unless agreed to upon in writing, full payment is to be made before the commencement of the clean.

  • If YOU wish to book your clean and hold a date, as security you must provide valid credit card details and a minimum $50 booking fee applies.

  • If you are paying via bank transfer please send remittance details to our office and allow 3 working business days for bank clearing. Failure to receive remittance advice or payment within our bank account 3 days prior, will result in the cancellation of your service and a forfeit of the booking fee if applicable.

  • YOU the customer agree that if WE have not received payment in full for the service within the period of one calendar month of the original invoice date than a late payment of $50 applies for the first month. Additional late payments will be charged on a fixed rate of 10% per annum for each 5 days that any amount remains outstanding thereafter.

  • In addition to the amounts set out above, the CUSTOMER agrees to indemnify US for all legal cost (on a solicitor and own client indemnity basis whichever is greater) and any other expenses incurred by US in connection with a demand, action or other proceedings (including mediation, out of court settlements or any action taken to recover a debt from a customer) arising out of a breach of these terms including the failure by the CUSTOMER to pay any amount due by the due date.

  • At its discretion WE reserve the right to report any non-payment to collection agencies including reporting non-payment to the credit Reference Association (CRA), the TICA database and your property agent. In doing so your credit rating may be affected and or ability to seek rental properties/credit in the future.

  • All credit card payments will incur a credit card processing fee for merchant’s ranging between 1.3% - 3.5% of each credit card transaction. The exact amount depends on the payment network,   type of credit card and the Merchants category code of the business. Direct bank transfers have no extra charges.

Bond Return Guarantee:

  • Our Bond Cleaning Guarantee means that we will return free of charge to rectify any issues the Managing Agent has with the cleaning (under Governance of the Residential Tenancies and Rooming Act 2008) provided to US within the bounds of these Terms and Conditions.

  • Our Bond Cleaning Guarantee only applies to the service you have engaged for us. For instance, you engage us for a Bond clean but not a carpet clean then our guarantee only covers the bond clean.

  • Our Bond Cleaning Guarantee does not include certain items. Please see our Bond Cleaning inclusion and Exclusions for a complete list of Service items. For instance Ceilings, Garage Walls, or Termite Control (for pet owners) or deep stains that require a professional third party to clean.

  • A re- clean will only be applicable upon receipt of a report from the Managing agent listing the problem with the clean along with images.

  • We require 24-48 working hours, dated from the receipt of the report from the Managing Agent to reschedule a clean

  • A re-clean will only address the problems listed in the property manager original report

  • After a re-clean we will warrant any work for 24 hours. Unless otherwise agreed on in writing. If we have not heard from the Managing Agent within 24 hours we will consider the re-clean to have addressed any issues under the Bond Cleaning Guarantee and consider the job completed as per our Terms and Conditions

  • We do not Guarantee for natural events occurring over time. Items such as (but not limited to) settled dust, water marks, open windows, doors etc. An empty house can accumulate dust very quickly and is susceptible to dead insects and alike. We do not guarantee anything arising from these events including all aspects of the Bond Cleaning Guarantee

  • It is understood some items will be subject to wear and tear, and some items may be unable to be cleaned due to long term or excessive exposure or contact with the build up of grime, in those instances, if identified no Bond Cleaning Guarantee will apply.

  • All customers acknowledge that our Bond Cleaning Guarantee is only applicable if you contact us within 3 calendar days of the performed service.

  • The Bond Return Guarantee is deemed nil and void if the property does not remain vacant after our cleaners have cleaned the premise. The only exception to this clause is if the carpets are cleaned by a qualified carpet cleaner authorised by US out You have an agreement in writing from US

  • You must book your bond clean to be performed once all the furniture is removed, the premise is not inhibited and all necessary maintenance or other work to the premise has been completed.

  • We will not be responsible for any incidents that could be classified as an Act- of God e.g storm, fire, earthquake or floods

    Cancellation and Rescheduling:

  • If cancel your bond cleaning 5 Business days before the booked date you will receive a refund less a $25 administrative fee.

  • If you cancel a booking within a period of 4 to 2 days before the booked date, than you will be charged a $50 cancellation fee or postponement fee of $80. This fee is non transferable but may be used within 2 calendar months of the original booked date at the same address or the original booking.

  • If YOU cancel within 24 hours from the booking date the customer authorises the following fees be charged to their nominated credit card supplied: Job totals up to $500 will incur a $200 cancellation charge, job totals over $500 will incur a $300 cancellation charge.  WE reserve the right to reschedule or cancel appointments due to unforeseen circumstances or events beyond our control such as but not limited to; the condition of the property is dangerous for our safety, health or wellbeing of our staff or if we are unable to access the property as agreed. Same day cancellations fees will apply

  • WE reserve the right to re-schedule or cancel any service if the property is not as described either in size or condition, or if unexpected circumstances occur.

    Access and Security:

  • YOU agree to provide our cleaning team with access to the premises at the scheduled cleaning time. If YOU are not able to be present, YOU must make arrangements to provide access. Failure to gain access to the property will result in additional $50 cancellation fee in addition to the cancellation fees set out above.

  • It is the customer’s responsibility to be contactable at all times and 1 hour prior to the agreed start time of the job. If for any reason we are unable to contact the customer, we will continue to use reasonable endeavours. Failure to be contacted beyond 1 hour of the booking time will result in cancellation fees set out above unless the customer can prove the cancellation was outside their control. Waiving of cancellation fees is at OUR discretion.

  • It is sole responsibility of the CUSTOMER to give access to the property to the cleaner. A key collection location may be agreed with the cleaner in writing (SMS or email) and may be subject to additional charges pending how far the location of the pickup area is to the property. Charges are calculated in 10km increments based on the shortest route calculated by Google Maps. This will be charged in $20 increments.

  • Our cleaners require unencumbered and unobstructed access to all areas that require our services.

Safety and general terms:

  • These terms and conditions shall apply to all contracts for the supply of Services by US to the CUSTOMER and shall prevail over any other documentation or communication from the customer.

  • Inappropriate behaviour. We do not tolerate inappropriate behaviour towards US or our cleaners that harasses, intimidates, threatens, or uses fear (either verbal, physical or written) by the Customer, this includes explicit language, racism or defamatory ramarks. We will take whatever action is necessary (including legal) against any person who is involved in threatening or abusive behaviour. We reserve the right to cancel our services immediately without refund. YOU the customer agree to this and agree that you have no such claim to receive a refund.

  • Customers are required to provide our cleaners with electricity and running water. This is mandatory requirement for a bond clean. If the property doesn’t have those utilities, the cleaner will do their best without those services, however all guarantees will be nil and void. In the event the cleaner will contact the customer to get advice

  • If our cleaners are required to clean behind or under heavy items such as fridge, stove, washing machine, bookshelf or any other item deemed heavy (5kg or more) the customer will be required to move those prior to the commencement of the service at the customers own risk and cost. Unless agreed in writing if the heavy item/s are not removed the customer voids the Bond Cleaning Guarantee for that particular area.

  • The Customer agrees to allow photographic images to be taken of the property, before, during and at the end of the service. Those images will be used strictly for the purpose of recording before and after images for quality assurance and proof of limitations if applicable.

  • Before our cleaners start the cleaning, the customer is required to remove all personal belongings such as furniture, art etc prior to the commencement of the clean. WE endeavour to be both careful and safe however we take no responsibility to any damage that may be caused at the time of the service.

  • All rubbish to be removed from the premise including rubbish that may be in draws and cupboards and rooms. We will not be responsible for removal on any rubbish (inside or outside) and will not warrant the Bond Cleaning Guarantee in such an event. You will have the right to negotiate with the cleaner to remove the rubbish at an additional cost.

    Liability:

  • While WE take utmost care in providing our cleaning services, we cannot be held responsible for any damages or losses arising from pre-existing conditions, improper maintenance, nor mishandling of items or surfaces by the Client or any third party. We will promptly report any damages caused by our staff during the cleaning process.

  • WE prioritize the security and safety of your property; however, WE cannot be held liable for any loss, damage, or theft that may occur during the provision of our services.

    Insurance:

  • WE maintain adequate insurance coverage, including general liability insurance, to protect against unforeseen incidents or accidents that may occur during the provision of our services.

Claims:

  • Under no circumstances refund claims will be considered once the service has been completed and we have vacated the property

  • The customer must agree to allow a re-clean or an inspection of any work deemed unsatisfactory before he/she/they arranges a third party to conduct service

  • The customer acknowledges that the Bond Cleaning Guarantee is only for Bond Cleaning services not any other. Carpet cleaning and pest control will be warrantied by the contractor who provided those services.

  • All care is taken during the service. Some items are older and may be subject to wear and tear and are prone to accidental breakages. Items like lighting fittings,fly screens, and other perishable plastics are particularly prone. If you believe that any damage has been done beyond “wear and tear” due to service, please provide in writing the damage with applicable photos.

  • YOU agree to waive any rights of claim against US for any incidental costs incurred, including, but not limited to, rent payable, and or loss of bond monies applied arising from the service.

  • Any damages will be subject to proof provided by either party that the damage was caused during the service, those claims are to be strictly the responsibility of the contractor if fault is accepted, the contractor and the customer agree to exchange details and agree to the contractor gaining access to the property for the duration of the claim. This may include access for quoting of replacement and or repair if applicable.

  • If you require your fridge/freezer to be cleaned, then you are responsible for emptying and defrosting it in advance. Additional costs may apply.

  • The customer should inform US about any incident, breakage, damage to the property or theft has occurred due to any act of a cleaner within 24 hours of completion of Service.

Complaints:

Any complaints must be made in writing and sent to crystalbondcleaning@gmail.com within 24 hours of the Performed Service

Complaints must include the Customers name, contact phone number, the date of the complaint and a detailed explanation of the complaint including any relevant documentations and notes

Complaints must include what resolution the client would like

The Client acknowledges that they have the ability to view our website and follow the complaints procedure.

  • The client acknowledges that if they do not follow our complaints procedure, we have the right to dismiss the complaint and to take further action at our discretion.

  • If you are satisfied with our proposed actions or remedies we will close the complaint and record the findings for our continuous improvement program

  • If you are not satisfied with our proposed actions or remedies, we will record this and acknowledge that either party reserve the right to refer the complaint to the relevant federal, state or territory consumer action agency or legal advisor.

Termination:

  • Either party may terminate this agreement with 14 days written notice provided to the other party. Any outstanding payments or obligations must be settled before termination.

Confidentiality and Privacy:

  • We respect your privacy and will treat all information shared with us confidentially. We will not disclose any personal or sensitive information to third parties unless required by law.

Force Majeure:

  • We will not be held responsible for any failure or delay in the performance of our obligations under this agreement due to circumstances beyond our reasonable control, including but not limited to natural disasters, acts of God, wars, or government regulations.

  • Governing Law and Jurisdiction: This agreement shall be governed by and construed in accordance with the laws of Queensland. Any disputes arising from this agreement shall be subject to the exclusive jurisdiction of the courts in Queensland.

Please read these terms and conditions carefully before engaging our cleaning services. If you have any questions or concerns, feel free to contact us for clarification.