Terms and Conditions
Terms & Conditions
By contracting Canberra Bond Cleaning for cleaning services, the client agrees to be bound by our Terms and Conditions listed below.
We periodically review the Terms and reserves the right to change the Terms, without any notice to you, by updating this document. You should review this document, as available on the Platform, regularly as any changes to the Terms take immediate effect from the date of the publication on this document. Your continued use of the Platform after any such changes are made will be deemed to constitute your acceptance of those changes.
72 hours’ notice is required for booking changes/cancellation, otherwise, late cancellation fees apply. If the client cancels or changes the day/time less than 48 hours prior to the scheduled appointment, the client agrees to pay 50% of the quoted price or $100 whichever is higher, as a late cancellation/call-out fee. The booking deposit paid by the client to secure the booking is non-refundable.
In case, the property is not ready for cleaning, e.g. customer is still in process of moving, there will be a waiting charge of $50 per 30 min period or a cancellation fee of $100 or 50% of the booking amount, whichever is lower.
End of Lease Cleaning
Although we do offer you a bond back guarantee based on our services it is important to know that our guarantee only stands for 72 hours after our services have been completed. This covers us for tenants, landlords or property managers returning to the property and using its facilities after it has been cleaned and for the build-up of dust and/or bugs and pests after this period of time. Customers or their real estate agents or landlords must provide pictures of any issue(s) reported. If we are notified of any issue(s) outside of this time frame (72 hours), you waive off the Bond Back guarantee claim. If you do require us back outside 72 hours, we will return and re-clean at additional costs.
For any cleaning related issues, we will endeavour to organise a reclean within 48 hours.
For us to be able to organise a revisit, we need the customer or the property manager to meet the cleaners at the property with the keys and check that the cleaning is up to the client’s satisfaction upon completion. Any further revisit requested by the client will incur additional charges, to be quoted upon contact.
While booking the End Of Lease Cleaning services online through our website, if you opt for Carpet Cleaning, the cost includes standard carpet steam cleaning in the standard sized bedrooms only. Any additional area like study, lounge, living, dining, hallway, stairs, landing and entrance areas will be quoted on site after inspection. Stained and heavily soiled areas will also incur extra charges.
Note: Standard Carpet Steam Cleaning is included in our End of Lease Cleaning + Carpet Steam Cleaning package, which may not be suitable if your carpet is stained or heavily soiled. Our cleaners will inform you in this case and will also offer you to upgrade to Deluxe Carpet Steam Cleaning at additional cost. If you decline to upgrade to Deluxe Steam Cleaning at additional cost, then any Bond Back Guarantee claims related to carpet steam cleaning will not be accepted.
Exclusions for End of Lease Cleaning unless and otherwise specified in the booking confirmation:
The following items are not included in our Standard End Of Lease Cleaning and can be added at additional costs:
1. Cleaning related to Furniture or White goods
2. Walls including Ceiling
3. Blinds or Curtains Cleaning
4. Rubbish removal
5. Outdoor Cleaning (Balcony, Backyard, Frontyard, Patio, Alfresco, Outside windows & Garage cleaning)
6. Moving any heavy furniture
7. Grout Cleaning between Floor/Wall Tiles
8. Exhaust Fan / Light Fittings cleaning
Change of Price:
1. Any cleaning outside the booking scope will cost extra. Please refer to the checklist on our website or shared with you.
2. There will be additional travel charges for collection and/or returning of keys from any address other than the service address.
3. We do hold right for changing the cleaning fee if the property looks different from the description while booking. e.g. if the property is bigger than or in worse condition than described while making the booking etc. In case the customer doesn’t agree to increase the price, we reserve the right to cancel the cleaning appointment in order to avoid any conflicts. Customers will, however, be required to pay a $100 cancellation fee in such cases to cover the cleaner’s travel time and costs.
4. Customer must arrange parking for the duration of cleaning or pay for the closest available parking.
We require Electricity, Hot Water & parking access for the duration of cleaning. In case of job cancellation due to lack of either of these amenities, the client will be charged a cancellation fee of $50. After payment of the cancellation fee, the client will have the option to cancel or reschedule the cleaning to another date or time.
Canberra Bond Cleaning will not be responsible for failing to remove stains that cannot be removed using standard carpet steam cleaning methods (hot water extraction). We will not be responsible for the discolouring of fabrics that become more visible once the soil has been removed.
Carpets: Prices are based on standard room size (max. 10 sq meters per room). Standard Lounge / Living rooms (>15 sq meters) are considered as two rooms or more in case of larger rooms.
An access fee may be charged to the customer if the rooms are not on the ground level or lift access level, and the carpet cleaning technician has to carry the machine up / down.
Upholstery: A seat refers to one sitting position. For heavily soiled, stained and/or larger rooms, extra charges will apply. We don’t provide stain removal guarantee because some stains are deemed permanent and may not respond satisfactorily to any stain treatment.
Regular cleaning – Weekly, Fortnightly and Monthly Cleaning
The domestic sector client has the right to terminate the whole cleaning services by giving two weeks of advance notice. The commercial sector client has the right to terminate the whole service by giving four weeks’ advance notice.
We offer flexible payment methods including Credit Card, Bank transfers and Cash. If the client decides to pay cash, then a non-refundable booking deposit of $100 is required to secure the booking. 100% of the payment must be made before the cleaning commences.
Damage and accident:
We don’t take any responsibility if something breaks or gets damaged due to pre-existing wear and tear, wrong installation or poor condition. Please ensure that all your valuables are locked away or secured to avoid any accidental damage.
Please feel free to contact us should you have any questions regarding our Terms and Conditions.
Manager – Operations, Canberra Bond Cleaning
Canberra Bond Cleaning collects personal information when you purchase products and services through the Site, when you submit your email address to our mailing list, when you submit your email address to obtain a quote via our booking tool, when you visit Canberra Bond Cleaning web pages, when you enter promotions or competitions, and when you apply to join the Canberra Bond Cleaning network of service professionals. The types of personal information that we may collect this way includes your name, address, email address, telephone number, birth date, gender, occupation, industry and personal interests. Canberra Bond Cleaning may combine information about you that we have with information we obtain from business partners or other companies. When you purchase products and services through the Site we collect your billing information and credit card details, and we keep a record of your transaction history and preferences. When you use the Canberra Bond Cleaning Site you are not anonymous to us. Canberra Bond Cleaning automatically receives and records information from your computer and browser, including your IP address, Canberra Bond Cleaning cookie information, software and hardware attributes, access times, the page you request and referring website addresses. When you contact Canberra Bond Cleaning, we may keep a record of the communication(s) between you and Canberra Bond Cleaning to help resolve any issues you might have.
The information collected by Canberra Bond Cleaning is used for purposes reasonably necessary to our functions and activities, including to fulfill your requests for products and services, to contact you, to improve our services, to conduct research, and to provide general statistics regarding use of the Canberra Bond Cleaning Site.
Canberra Bond Cleaning may also use your personal information to inform you of other products or services available from Canberra Bond Cleaning and its affiliates, to send you news and information about our activities, and general promotional material which we believe may be useful to you. Canberra Bond Cleaning may also contact you via surveys to conduct research about your opinion of current services or of potential new services that may be offered.
INFORMATION SHARING AND DISCLOSURE
We may provide personal information to business partners who work on behalf of or with Canberra Bond Cleaning under confidentiality agreements. These companies may use your personal information to help Canberra Bond Cleaning communicate with you about offers from Canberra Bond Cleaning and our marketing partners, perform statistical analysis, provide user support, or arrange for deliveries. Some of our business partners may be located in foreign countries, and we may transfer information to them in order to fulfill our functions and activities, for example to data processors, and information technology and business process service providers. However, these business partners do not have any independent right to share this information.
Canberra Bond Cleaning may keep track of the websites and pages our users visit within the Canberra Bond Cleaning Site, for instance in order to determine what Canberra Bond Cleaning services are the most popular.
We may disclose your personal information if required in order to respond to subpoenas, court orders, or legal process, or to establish or exercise our legal rights or defend against legal claims.
It may be necessary to share information in order to investigate, prevent, or take action regarding illegal activities, suspected fraud, situations involving potential threats to the physical safety of any person, violations of Canberra Bond Cleaning’s Terms, or as otherwise required by law.
The Site may use “cookies” and anonymous identifiers to help you personalise your online experience. A cookie is a text file that is placed on your hard disk by a web page server. Cookies are uniquely assigned to you, and can only be read by a web server in the domain that issued the cookie to you. The purpose of a cookie is to tell the Web server that you have returned to a specific page.
You have the ability to accept or decline cookies. Most Web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. If you choose to decline cookies, you may not be able to fully experience the interactive features of the Canberra Bond Cleaning services or websites you visit.
You may remove yourself from offers and promotional emails and SMS by clicking on the “unsubscribe” link in any communication from Canberra Bond Cleaning. Alternatively, you may send your request to admin@CanberraBondCleaning.com.au.
PROTECTING AND MAINTAINING PERSONAL INFORMATION
We take reasonable steps to protect the information we hold about you from unauthorised access, use and disclosure, however we cannot guarantee the absolute security of that information, or that our systems will be free from third party interception or are incorruptible from viruses. We cannot and do not guarantee that information you send from your computer to us over the Internet will be protected by any form of encryption (encoding software). Accordingly, we cannot and do not ensure or warrant the security or privacy of your personal information, including payment and account details. You transmit your personal information to us at your own risk.
CORRECTION OF INFORMATION
We take reasonable steps to ensure that all personal information we hold is accurate, complete and up to date. You should promptly notify us if there are any changes to the personal information we hold about you.
You may ask us at any time to correct personal information held by us about you, which you believe is incorrect or out of date. We will deal with such requests within a reasonable time.
If we disagree as to the accuracy of the information, you may request that we attach a statement to that information noting that you consider it to be inaccurate, incomplete or out of date.
ACCESS TO INFORMATION
You are entitled to request access to any personal information relating to you that has previously been supplied to us over this Site. You are entitled to edit or delete such information unless we are required by law to retain it.
We will process requests for access to personal information within a reasonable time, depending on the nature of the request. Appropriate identification of the individual concerned will be confirmed before access is provided. There is no fee charged for requesting access to your personal information, however we may charge you for the reasonable cost of processing your request.
In certain circumstances, we are permitted by law to deny such requests for access, or to limit the access we provide. If we refuse or limit your access to your personal information, we will inform you of the reason why.
This policy does not apply to the practices of companies that Canberra Bond Cleaning does not own or control, or to people that Canberra Bond Cleaning does not employ or manage.
If you would like more information on Australian privacy laws, we recommend that you visit the Office of the Australian Information Commission’s website at www.oaic.gov.au