Terms and Conditions

Last Updated: January 5, 2025

Important: By booking our services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Acceptance of Terms

By accessing, using, or booking the services of Illawarra Cleaning Crew ("we", "us", "our", or "the Company"), you ("the Client", "Customer", or "you") agree to be bound by these Terms and Conditions. These terms constitute a legally binding agreement between you and Illawarra Crew Pty Ltd.

If you do not agree with any part of these terms, you must not use our services. We reserve the right to modify these terms at any time, and such modifications shall be effective immediately upon posting. Your continued use of our services constitutes acceptance of any modified terms.

2. Service Description and Scope

Illawarra Cleaning Crew provides professional residential and commercial cleaning services including but not limited to general house cleaning, deep cleaning, end of lease cleaning, office cleaning, carpet cleaning, and commercial cleaning throughout the Illawarra region.

2.1 Service Inclusions

Standard cleaning services typically include dusting, vacuuming, mopping, bathroom cleaning, kitchen cleaning, and general tidying as specified in your service agreement. Specific inclusions vary by service type and will be communicated at the time of booking or quote.

2.2 Service Exclusions

Unless specifically agreed upon in writing, our standard services do not include: exterior window cleaning above ground floor, cleaning of exterior areas, removal of biohazardous materials, pest control, mould remediation requiring specialist treatment, heavy lifting of furniture (items over 20kg), cleaning of items requiring specialist equipment or chemicals, hoarding cleanup, or any cleaning requiring specialist certifications.

3. Pricing and Payment Terms

3.1 Hourly Rate Structure

Important: All hourly rates quoted and charged are per cleaner. If multiple cleaners are assigned to your job, the hourly rate applies to each cleaner individually. For example, if the rate is $50/hour and two cleaners work for 3 hours, the total charge will be $300 (2 cleaners × 3 hours × $50).

3.2 Minimum Booking Requirements

A minimum booking of 2 hours applies to all hourly-rate services. This minimum ensures our cleaners can provide thorough, quality service and covers travel time and setup requirements.

3.3 Quote Validity

Quotes provided are valid for 14 days from the date of issue unless otherwise specified. Quotes are based on information provided by the Client and may be subject to revision upon inspection or if actual conditions differ from those described.

3.4 Payment Methods

We accept payment via bank transfer, credit card, and approved electronic payment methods. Payment terms will be specified at the time of booking. For recurring services, payment is due upon completion of each service unless otherwise arranged.

3.5 Additional Charges

Additional charges may apply for: services requiring more time than quoted due to conditions not disclosed at booking, special cleaning requests not included in standard service, after-hours or weekend services, public holiday services, emergency or same-day bookings, and excessive mess or contamination requiring additional time or equipment.

3.6 Frequency Discounts

Discounts for recurring services (weekly, fortnightly, monthly) are subject to maintaining the agreed schedule. If a recurring service is cancelled or frequency is reduced, standard rates may apply to remaining bookings.

4. End of Lease / Bond Back Guarantee

Bond Back Guarantee Limitations: Our bond back guarantee for end of lease cleaning applies only to items and surfaces that are cleanable through standard scrubbing and the use of appropriate cleaning products. This guarantee does not cover:

• Pre-existing damage, stains, or wear and tear that cannot be removed by cleaning
• Permanent marks, burns, or discoloration on surfaces
• Damage to grout, silicone, or sealants
• Mould or mildew that has penetrated surfaces
• Rust stains or mineral deposits that have etched into surfaces
• Carpet stains that are permanent or require specialist treatment
• Paint marks, adhesive residue, or chemical damage
• Items excluded from standard end of lease cleaning (blinds, windows exterior, etc.)
• Areas not accessible during the cleaning (locked rooms, occupied spaces)
• Issues arising from tenant damage beyond normal cleaning scope

4.1 Re-clean Requirements

To qualify for a free re-clean under our bond back guarantee, you must: notify us within 72 hours of the inspection identifying issues, provide a copy of the inspection report or written feedback from the landlord/agent, allow reasonable access for our team to complete the re-clean, and ensure no other parties have cleaned or altered the premises since our service.

4.2 Guarantee Exclusions

The bond back guarantee is void if: payment for the original service has not been made in full, the property has been occupied or used after our cleaning, more than 7 days have passed since the original cleaning, the issues identified are outside the scope of cleanable items as defined above.

5. Staff Safety and Conduct

5.1 Right to Leave Unsafe Premises

Important: Our staff have the absolute right to leave any premises where they feel unsafe, uncomfortable, or threatened. This includes but is not limited to situations involving: verbal or physical abuse, harassment of any kind, unsafe working conditions, presence of aggressive animals, hazardous materials or conditions, or any behavior that makes our staff feel at risk.

5.2 Charges for Early Termination Due to Safety

In the event that our staff exercise their right to leave due to safety concerns, you will be charged at the standard hourly rate for the work completed up to that point. No refund will be provided for any prepaid portion of the service, and no discount will apply. The decision of our staff regarding their safety is final and not subject to dispute.

5.3 Safe Working Environment

Clients are required to provide a safe working environment for our staff. This includes: ensuring adequate lighting and ventilation, securing or removing aggressive pets, clearing access paths and work areas, disclosing any known hazards, providing access to water and power as needed.

5.4 Zero Tolerance Policy

We maintain a zero-tolerance policy towards harassment, discrimination, or abuse of any kind directed at our staff. Violation of this policy will result in immediate termination of services, full charges for any work completed, and permanent refusal of future services.

6. Booking and Scheduling

6.1 Booking Confirmation

All bookings are subject to availability and confirmation. A booking is not confirmed until you receive written confirmation from us via email or SMS. We reserve the right to decline any booking at our discretion.

6.2 Access Requirements

You must ensure that our cleaning staff have access to the premises at the scheduled time. If access is not provided within 15 minutes of the scheduled time, we reserve the right to charge a call-out fee or cancel the service.

6.3 Key and Access Codes

If you provide keys, access codes, or other security credentials to our staff, you do so at your own risk. While we take reasonable precautions to secure such items, we cannot be held liable for any unauthorized access or security breaches. Keys must be collected within 7 days of service completion or they may be disposed of.

7. Cancellation and Rescheduling

7.1 Cancellation Policy

Cancellations must be made at least 24 hours before the scheduled service time. Cancellations made less than 24 hours before the scheduled time may incur a cancellation fee of up to 50% of the quoted service price.

7.2 Same-Day Cancellations

Cancellations made on the day of the scheduled service may incur a fee of up to 100% of the quoted service price to cover lost earnings and scheduling disruption.

7.3 Rescheduling

Rescheduling requests should be made at least 24 hours in advance. We will make reasonable efforts to accommodate rescheduling requests, subject to availability. Frequent rescheduling may affect your booking priority.

7.4 No-Shows

If our staff arrive at the scheduled time and are unable to access the premises or complete the service due to Client unavailability, a no-show fee of up to 100% of the quoted service price may apply.

8. Property and Belongings

8.1 Valuables and Fragile Items

Clients are advised to secure or remove valuable items, jewelry, cash, important documents, and fragile or irreplaceable items before our arrival. While our staff exercise reasonable care, we cannot accept liability for damage to or loss of unsecured valuables or fragile items.

8.2 Pre-existing Damage

Our staff will note any visible pre-existing damage before commencing work. We are not liable for damage that existed prior to our service or for damage caused by the natural aging, wear, or deterioration of materials.

8.3 Damage Claims

Any claims for damage must be reported within 24 hours of the service completion. Claims must be supported by photographic evidence and a detailed description of the damage. We will investigate all claims and, where liability is established, provide fair compensation or repair.

8.4 Liability Limitations

Our liability for any damage is limited to the cost of repair or replacement of the damaged item, up to a maximum of the service fee paid. We are not liable for consequential damages, loss of use, or any indirect losses.

9. Pets

Pets should be secured in a safe area away from the cleaning areas during our service. This is for the safety of both our staff and your pets. We are not responsible for pets that escape due to doors being opened during cleaning. Aggressive pets must be secured before our arrival; failure to do so may result in termination of service with full charges.

10. Parking

Clients are requested to provide free parking within reasonable walking distance of the premises. If paid parking is the only option available, the Client agrees to reimburse reasonable parking costs. If parking is not available and staff are required to travel excessive distances, a surcharge may apply.

11. Equipment and Supplies

11.1 Our Equipment

Unless otherwise agreed, we provide all standard cleaning equipment and supplies necessary for the service. Our equipment is regularly maintained and sanitized.

11.2 Client-Supplied Products

If you request that we use specific products supplied by you, we will do so where safe and appropriate. However, we accept no liability for any adverse reactions, damage, or unsatisfactory results arising from the use of client-supplied products.

11.3 Special Equipment

Some services may require special equipment (e.g., carpet cleaning machines, high-pressure washers). Additional charges may apply for services requiring specialist equipment.

12. Quality Assurance

12.1 Service Standards

We are committed to providing high-quality cleaning services. Our staff are trained to meet our quality standards, and we conduct regular quality checks.

12.2 Satisfaction Guarantee

If you are not satisfied with any aspect of our service, please contact us within 24 hours. We will work with you to address your concerns and, where appropriate, arrange a complimentary re-clean of the affected areas.

12.3 Complaints Process

Complaints should be submitted in writing via email. We will acknowledge all complaints within 24 hours and provide a resolution within 7 business days. All complaints are taken seriously and used to improve our services.

13. Insurance

Illawarra Cleaning Crew maintains public liability insurance to cover accidental damage or injury that may occur during our service. Proof of insurance is available upon request. Our insurance does not cover: intentional damage by the Client, pre-existing damage, or damage resulting from the Client's failure to disclose relevant information.

14. Privacy and Data Protection

We collect and use personal information in accordance with our Privacy Policy and applicable privacy laws. Information collected is used solely for the purpose of providing our services and will not be shared with third parties except as required by law or for payment processing.

15. Photography and Reviews

We may take before and after photographs for quality assurance purposes. These photographs will not be used for marketing or published without your express consent. We may request permission to use your feedback or review in our marketing materials.

16. Communication

By providing your contact details, you consent to receiving communications from us regarding your booking, including confirmations, reminders, and updates. You may opt out of marketing communications at any time by contacting us.

17. Force Majeure

We are not liable for any failure or delay in performing our obligations where such failure or delay results from circumstances beyond our reasonable control, including but not limited to: natural disasters, severe weather, pandemic, government actions, strikes, or infrastructure failures.

18. Termination of Services

We reserve the right to terminate services immediately and without refund in cases of: non-payment, breach of these terms, abuse or harassment of staff, unsafe conditions, or any illegal activity on the premises.

19. Dispute Resolution

Any disputes arising from these terms or our services should first be addressed through our complaints process. If a dispute cannot be resolved, parties agree to attempt mediation before pursuing legal action. Any legal proceedings must be brought in the courts of New South Wales, Australia.

20. Governing Law

These Terms and Conditions are governed by and construed in accordance with the laws of New South Wales, Australia. You irrevocably submit to the exclusive jurisdiction of the courts in that State.

21. Severability

If any provision of these terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect. The invalid provision shall be replaced with a valid provision that most closely matches the intent of the original.

22. Entire Agreement

These Terms and Conditions, together with any specific service agreement or quote, constitute the entire agreement between you and Illawarra Cleaning Crew. No oral representations or modifications shall be binding unless confirmed in writing.

23. Amendments

We reserve the right to amend these Terms and Conditions at any time. Amended terms will be posted on our website and will apply to all bookings made after the amendment date. Continued use of our services constitutes acceptance of amended terms.

24. Waiver

No failure or delay by us in exercising any right under these terms shall operate as a waiver of that right. A waiver of any breach shall not constitute a waiver of any subsequent breach.

25. Assignment

You may not assign or transfer any rights or obligations under these terms without our prior written consent. We may assign our rights and obligations to a successor or affiliate without notice.

26. Third Party Rights

These terms are made for the benefit of the parties and are not intended to benefit any third party or be enforceable by any third party. Our staff are not personally liable under these terms.

27. Notices

All notices under these terms should be sent to the contact details provided at the top of this document. We may send notices to the contact details you provided at the time of booking.

28. Interpretation

In these terms: headings are for convenience only and do not affect interpretation; words in the singular include the plural and vice versa; references to legislation include amendments; and "including" means "including but not limited to".

29. Acknowledgment

By booking our services, you acknowledge that: you have read and understood these terms, you have the authority to enter into this agreement, the information you have provided is accurate and complete, and you agree to comply with all terms and conditions set out herein.

30. Contact Us

These Terms and Conditions were last updated on January 5, 2025. Please check this page periodically for updates.