Terms & conditions

Staff:

At Clean Freaks, our staff comprises wonderful individuals from diverse cultural backgrounds. We value and celebrate this diversity as it enriches our team and brings unique perspectives to our services. We kindly ask our customers to treat our staff with the same respect and courtesy that they expect to receive, fostering a positive and inclusive environment for everyone involved.

Our team members are highly valued, and we recognise their dedication and hard work in providing top-notch cleaning services. We strive to create a supportive and respectful workplace where every team member feels appreciated and valued for their contributions. Your cooperation in treating our staff with respect aligns with our commitment to promoting a positive and harmonious working environment for everyone at Clean Freaks.

Contact Information:

Business Hours Contact: Call us at 0461 408 960 between 9:00 am and 5:00 pm, Monday to Friday, for any inquiries or assistance.
After-Hours Contact: For contact outside business hours, please email or send an SMS to 0461 408 960.

Satisfaction Guarantee: General

Our team is committed to your satisfaction.
For quality assurance, our team is instructed to take before and after photos of your property, This helps us ensure the quality of our services and the management of your clean.
Our commitment to quality service is backed by a satisfaction guarantee. If you are unsatisfied with any aspect of our service, please contact our support team within 24 hours of your service date/time and provide photos for assessment. Refunds are not offered prior to accepting a re-clean. If we are unable to meet your expectations even after a re-clean, a partial refund may be considered, subject to the circumstances.

Re-visits

Re-visits are currently available on weekdays, except in exceptional situations due to limited availability. Re-visits will be made by the original team who visited your property and all accepted photos provided will be directly addressed but nothing more.

Hourly Rates

Hourly rate cleaning only available to recurring clients on a minimum of 1 clean per fortnight. All other bookings are package prices and will be governed by our cleaning checklist and not by the hour.

Move Outs

Customers using our move-out services have up to 7 days to contact our support team for a review. If necessary, we will promptly offer a re-visit to be completed within 7 days of the initial service date.

Steam Cleaning

Our satisfaction guarantee for steam cleaning services is limited, except in exceptional circumstances. While our Steam Cleaners use advanced equipment to achieve the best results, there are limitations to removing permanent marks or stains. We perform steam cleaning to the best of our ability, but we may be unable to return if certain conditions persist.

Exclusions

Certain areas and tasks are excluded from our cleaning services, including: Moving heavy/large furniture items
Grout cleaning of floors
Ceilings and areas between glass sheets on ovens

Rubbish removal

Human/animal waste removal
Stained silicone / Mould under silicone
Removal of adhesives including stickers, paint & other
Air conditioning filter cleaning
Fly wire screen removal
Curtains
Concrete stains
Cleaning of garages, outside areas including windows, gardens, pools, BBQs, and pest control services

Complaints

At Clean Freaks, our mission is to ensure your complete satisfaction by providing a beautifully clean home. We take great care to meet the highest standards, however, due to the extensive surface area of a home, especially during our initial visit, there may occasionally be minor oversights.
We kindly ask for your understanding and reasonable expectations regarding any small imperfections. If you are present at the completion of the clean, we encourage you to complete a walk-through of your home to ensure your satisfaction. This will be your opportunity to address any minor imperfections on the spot.

For more significant concerns, all issues must be reported within 24 hours of the cleaning, with photos provided within that time frame. Photos should be taken from no closer than one meter. If the issue is not clearly visible from this distance, we may be unable to address the complaint. Please note that concerns raised after the 24- hour period cannot be addressed.

Thank you for your cooperation and trust in our services.

Steam Cleaning Guidelines

For steam cleaning services, carpets must be vacuumed before the steam cleaner arrives. If steam cleaning is part of a checklist service, we will ensure vacuuming is done. Additional charges may apply if carpeted areas are not vacuumed prior to the service.

Pets

Please inform our office if you have pets, so we can assign a cleaning team without allergies or other animal- related issues. Ensure pets are either removed from the home during the service or kept in a safe area that does not require cleaning to avoid any disruptions.
If we are not advised of pet hair and considerate pet hair is found in the property, a pet hair removal fee of $50 may apply

Electricity & Water

Electricity & water must be connected at your property in order for us to complete your cleaning. If there is no access to either one of these, your booking may be cancelled and a cancellation fee will apply

Payments

Payment options include cash, card or payment link.
Card payments can be processed over the phone with our office or via payment link.
In order to commence your service, Clean Freaks will process a payment hold on your card once the cleaner arrives at your location. Payment will be automatically charged once the services is complete.

If your payment hold is not approved your service will be cancelled.

All payments must be completed before the cleaner leaves your property.
If you will not be present during the clean you must make payment prior to the commencement of the cleaning.

If you require an invoice this will be issued to you after payment has been processed.

Parking

Parking must be provided for our cleaning teams. If public parking is unavailable or limited, please inform us. Additional charges may apply if parking is further than 100 meters from your property. For steam cleaning services, parking within 20 meters of the building is required.

Cancellations

A $50.00 cancellation fee applies for cancellations made before 5 pm the day prior to your appointment.

Cleaner Safety – Hot Weather

To ensure our teams’ safety during hot weather (35 degrees Celsius or above), please turn on your air conditioning if possible. If not, please contact our office to discuss alternative arrangements. Failure to provide a cool working environment may result in cancellation fees.

Damage

In the rare event of damage caused during our service, please contact us within 24 hours with photos. We will assess the situation and repair or replace damaged items as necessary, subject to our terms and conditions.

Waiting

Our teams will wait for up to 15 minutes free of charge for access

Additional Payments

You must advise our team at the time of booking if your property may be more dirty than the average property. If excessive dirt, mess or pet hair is found on arrival, your cleaning service may incur additional fees. Excessive dirt, mess or pet hair is solely determined by our team and office and is based on the standard of the average household or commercial property that we visit.

Website Pricing

Website package pricing refers to standard single storey properties. All packages include: The amount of bedrooms selected + 1 kitchen, 1 living/dining area & 1 bathroom.
Packages do not include any rooms that will not be found in a basic property. Ie: study, cinema room, multiple levels, sun room, extra living areas. If your property contains any areas not mentioned in a standard property, these will be charged on top of your package price and will be quoted accordingly.