TERMS AND CONDITIONS

IMPORTANT NOTICE: USING OUR SERVICES IMPLIES YOUR ACCEPTANCE OF THESE TERMS AND CONDITIONS. PLEASE BE ADVISED THAT OUR TERMS AND CONDITIONS MAY BE MODIFIED WITHOUT PRIOR NOTICE AT OUR SOLE DISCRETION. ANY REVISIONS TO OUR TERMS AND CONDITIONS WILL BE COMMUNICATED THROUGH POSTING THEM ON THIS WEBSITE AT BONDBACKCLEANINGSOLUTIONS.COM.AU. WE RECOMMEND PERIODICALLY CHECKING THIS PAGE TO STAY INFORMED ABOUT ANY UPDATES.

INTERPRETATION:

To provide clarity within these terms and conditions, the following definitions apply:

  1. Customer” or “You: Refers to any individual who acquires services from 5 Star Cleaning & Pest Control.

  2. We: Signifies 5 Star Cleaning & Pest Control or an authorized contractor approved by 5 Star Cleaning & Pest Control.

  3. Us: Equally represents 5 Star Cleaning & Pest Control or an authorized contractor approved by 5 Star Cleaning & Pest Control.

  4. Services” or “Service: Encompasses any service requested by the client.

  5. Terms and Conditions: Denotes the stipulations for service outlined in this webpage, as well as any mutually agreed-upon conditions put in writing by Us.

  6. Cleaner” or “Cleaners: Signifies any individual working for Us who performs the service.

  7. Heavily Soiled: Describes the presence of an excessive amount of grime, dust, or dirt exceeding the typical levels found in a standard residence.

  8. Managing Agent: Refers to the agent responsible for managing the rental affairs of the property, often a Real Estate agent.

  9. Property: Pertains to the premises in need of a Bond Clean.

  10. Bond Cleaning Standards: Specifies the level of cleanliness within the Property that meets the scrutiny of the Managing Agent under the regulations of the Residential Tenancies and Rooming Act of 2008, enabling the return of the bond to the Customer.

  11. Reasonable Endeavors: Indicates that We have made diligent efforts to make informed decisions based on the available information at that particular point in time.

GENERAL TERMS:

These General Terms encompass all contracts for the provision of services by us to the customer, and they take precedence over any other documents or communications from the customer.

  1. Inappropriate Behavior: We uphold a strict policy against inappropriate behavior that includes harassment, intimidation, threats, or the use of fear, whether through verbal, written, or physical means, directed towards us or our cleaners. This policy covers explicit language, racism, and defamatory remarks. Any individual engaging in threatening or abusive behavior may be subject to necessary actions, including legal recourse. We retain the right to terminate services immediately without issuing a refund. By using our services, the customer acknowledges and agrees to this policy, including the absence of any entitlement to a refund.

  2. Service Details: A comprehensive list of what is included and excluded in our Bond cleaning services can be provided by us when booking.

These general terms provide the framework for a respectful and professional working relationship between us and our valued customers.

PRICING POLICY:

Our pricing is based on the best available estimates, considering the average size of houses and rooms. Please note the following factors that can influence pricing:

  1. Estimates: All quotes provided are estimates. They are determined with the assumption of an average-sized property.

  2. Potential Price Adjustments: Quotes may be subject to change based on factors identified by either us or the customer, such as:

    • The property not matching the customer’s description. For example, additional rooms (e.g., bedroom, toilet, living area, study) or different blinds may be present.
    • A heavily soiled condition of the property that may require extra time or specialized cleaning agents to meet Bond Cleaning Standards, as defined by the Managing Agent under the Residential Tenancies and Rooming Act of 2008.
    • Specialized cleaning needs for certain areas, including those deemed dangerous, such as high windows or areas requiring specific skills or equipment to meet Bond Cleaning standards.
    • Cleaning of areas or contents not originally included in the agreed-upon service as defined in the cleaning schedule.
    • Incurred additional costs for the cleaner, such as parking fees or property key pickup fees.
    • Alterations to the customer’s initial requirements, such as requesting the cleaning of a specific item.
    • The removal of rubbish or personal belongings.

  3. Right to Decline Cleaning: We reserve the right to refuse cleaning of specific items or areas within the property (without offering a discounted price to the customer) if we believe it poses a risk to the cleaner. For example, a damaged power point, hazardous light fitting, or tasks requiring working at heights. In such cases, the customer will be informed, and the Bond Cleaning Guarantee related to that area or item will be void, with no warranty applicable.

  4. Wear and Tear: It’s important to understand that some items are subject to normal wear and tear, and certain areas may be unable to be cleaned due to long-term or excessive exposure to grime. In such instances, no warranty will apply to these areas or items.

Our pricing policy aims to provide transparency and fairness in our services while accommodating various factors that may affect the final cost of your cleaning.

ACCESS AND SERVICE TERMS:

Here are the details regarding access and service terms that both customers and our cleaners should be aware of:

  1. Customer Availability: It is the customer’s responsibility to be readily available and contactable, especially one hour before the agreed job start time. If we are unable to reach the customer for any reason, we will make reasonable efforts to proceed with the job. However, failure to make contact may result in an incomplete job and the voiding of any warranty. In such cases, if we are required to return to the property, a return fee will apply based on the cleaner’s required hours at the property.

  2. Parking Assistance: Customers should inform us if parking may be problematic and assist in finding a suitable parking location within a 5-minute walk of the property.

  3. Property Access: It is solely the customer’s responsibility to grant access to the property on all occasions. If the property is not accessible by key or we cannot enter at the agreed time, the customer agrees to a $40 per hour non-access fee, up to the full cost of the job.

  4. Key Collection: A key collection location can be agreed upon in writing (SMS or email) with the cleaner, potentially incurring additional charges based on the distance from the pickup location to the property. Charges are calculated in 10-kilometer increments using the shortest route calculated by Google Maps, with a rate of $40 per 10km increment.

  5. Access Failure: Failure to gain access to the property will result in an additional $70 cancellation fee or a $70 postponement fee, subject to availability.

  6. Unencumbered Access: Our cleaners require unrestricted access to all areas that require service.

  7. Photographic Images: Customers agree to allow the taking of photographic images of the property before, during, and at the end of the service. These images are strictly for recording before-and-after visuals for quality assurance and to document any limitations if applicable.

  8. Utility Requirements: Customers are required to provide our cleaners with access to electricity and running water at all times. This is mandatory for a bond clean. If these utilities are unavailable, the cleaner will do their best without them, but the Bond Cleaning Guarantee will not be applicable. In such cases, the cleaner will contact the customer for guidance.

  9. Moving Heavy Items: If our cleaners need to clean behind or under heavy items (weighing over 5kgs) such as a fridge, stove, washing machine, bookshelf, or similar, the customer is responsible for moving these items prior to the service at their own risk and cost. Failure to do so, unless agreed upon in writing, will void the Bond Cleaning Guarantee for that specific area.

  10. Personal Belongings: Before the cleaners commence their work, the customer must remove all personal belongings, such as furniture and artwork.

  11. Rubbish Removal: All rubbish, including items in drawers, cupboards, and rooms, should be removed from the premises by the customer. We are not responsible for rubbish removal, and the Bond Cleaning guarantee will not apply in such cases. Customers can negotiate with the cleaner for an additional cost for rubbish removal if needed.

These terms are essential to ensure a smooth and effective cleaning service while maintaining clarity and understanding between customers and our cleaning professionals.

INCLUSIONS & EXCLUSIONS

Our Bond cleaning service aims to clean the property to satisfy the Real Estate Agent (under the governance of the Residential Tenancies and Rooming Act 2008) of the cleanliness of that property for the tenant to have their bond released.

Our Bond Return Guarantee only covers the areas you have chosen to use our services (T&C’s Apply).

Please see our full Terms and Conditions.
Please understand that Bond Cleaning can consist of many different components. It is your duty to ensure you have covered them all. For instance, a complete Bond Clean usually consists of

  • Bond Clean (Deep clean of the property)
  • Carpet Shampoo Cleaning (Stain Removal Not included)
  • For Steam Clean please ask. 

And if required any specialty services like;

  • Pest Control
  • Pressure Cleaning
  • Upholstery Cleaning

Our quoting process covers these items individually, please make sure you have checked your quote for your inclusions. NOTE, each item will appear on the quote as a sperate service. For instance,

  • Bond Clean
  • Carpet Clean

We use the latest cleaning techniques and products however at times ‘normal wear and tear’ applies and it is not possible for us to get the item back looking like new. We will however take before and after photos of some items to prove to the Real Estate Agent that without specialist intervention this is the best condition that can be achieved.

CANCELLATIONS / REFUNDS POLICY:

We understand that circumstances may change, and here are the details of our cancellation and refund policy:

  1. Cancellation 5 Days Before Booked Date: If you decide to cancel your Bond Cleaning booking at least 5 days before the scheduled date, you will be eligible for a refund, minus a $25 administration fee.

  2. Cancellation Within 5 Days to 2 Days Before Booked Date: If you cancel your booking within a period of 5 days to 2 days before the scheduled date, a $50 cancellation or postponement fee will be applied. This fee is non-transferable but can be used within 3 calendar months of the original booked date at the same address.

  3. Cancellation Within 24 Hours of Booking Date: Should you cancel your booking within 24 hours from the booking date, please be aware that the following fees may be charged to the credit card details provided and kept on file:

    • Job totals up to $500 will incur a $150 cancellation charge.
    • Job totals over $500 will incur a $250 cancellation charge.

  4. Right to Cancel by Us: We reserve the right to cancel a job if we believe the condition of the property poses a danger to the safety, health, or well-being of our staff, or if we are unable to access the property as agreed. In such cases, same-day cancellation fees may apply.

  5. Rescheduling or Cancellation by Us: We also retain the right to reschedule or cancel any service if the property’s condition or size does not match the description provided, or if unexpected circumstances arise.

  6. Postponement Fees: If you cancel your job after a postponement, a $150 fee will be due, and you grant us permission to deduct this fee from any funds held by us.

Please take note of these policies to ensure a clear understanding of our cancellation and refund procedures. We aim to accommodate changes in your plans while adhering to these guidelines.

PAYMENT TERMS:

To facilitate payment for our services, please note the following terms:

  1. Payment Methods: Payments for our services can be made via Credit Card or Bank Transfer, and they are required prior to the scheduled service date. Unless otherwise agreed upon in writing, full payment must be settled before the commencement of the cleaning.

  2. Booking Security: If you wish to book your bond clean and secure a date, we will require valid credit card details as a form of security. A minimum booking fee of $50 will apply.

  3. Bank Transfer: If you opt to pay via bank transfer, please send the remittance details to our office and allow for a 3-day bank clearing period. Failure to receive remittance advice or payment in our bank account one day prior to the service will lead to the cancellation of your service and forfeiture of the booking fee, if applicable.

  4. Late Payment Fees: If full payment is not received within one calendar month from the original invoice date, a late payment fee of $50 will apply for the first month. Additionally, for each subsequent 3-day period that any amount remains outstanding, an additional late payment fee will be charged at a fixed rate of 10% per annum.

  5. Legal Costs and Indemnification: In addition to the fees mentioned above, the customer agrees to indemnify us for all legal costs incurred, whether on a solicitor and own client basis or full indemnity basis, as may be greater, along with any other expenses associated with any demand, action, or proceeding arising from a breach of these terms. This includes the failure to make payments by the due date.

  6. Reporting Non-Payment: We reserve the right, at our sole discretion, to report any instances of non-payment to collection agencies, including reporting such non-payment to the Credit Reference Association (CRA), the TICA database, and your property agent. This may affect your credit rating and your ability to seek rental properties or obtain credit in the future.

Please be sure to adhere to these payment terms to avoid any inconvenience or additional charges.

BOND BACK GUARANTEE:

Our commitment to you is our Bond Cleaning Guarantee. We pledge to revisit your property at no extra cost to address any concerns raised by the Managing Agent regarding our cleaning services. This guarantee is in full compliance with the Residential Tenancies and Rooming Act of 2008, and it comes with specific terms and conditions, as well as a clear list of what’s included and excluded.

It’s crucial to understand that our Bond Cleaning Guarantee is tailored to the particular service you’ve engaged us for. For instance, if you’ve hired us for a Bond Clean but not for carpet cleaning, our guarantee solely covers the bond clean, with carpets falling outside its scope.

For a comprehensive understanding of what our bond guarantee encompasses, and what it doesn’t, please consult our Bond Cleaning Inclusions and Exclusions. This comprehensive list outlines items such as ceilings, garage walls, or stubborn stains requiring specialized cleaning by a third-party professional. Additionally, for safety reasons, our cleaners won’t attempt to remove oven glass.

Should a re-clean become necessary, it will be scheduled upon receipt of a report from the Managing Agent detailing the cleaning issues. We kindly request a 24-48 hour window from report receipt to make necessary re-clean arrangements. This re-clean exclusively addresses the specific concerns noted in the property manager or agent’s initial report, where applicable.

After a re-clean, we offer a three-day work warranty, unless an alternative agreement is made in writing. If we don’t receive any communication from the Managing Agent within three days (72 hours), we consider the re-clean to have effectively addressed any issues under the Bond Cleaning Guarantee, as per our Terms and Conditions.

It’s vital to understand that these Terms and Conditions remain in force from the start of the service until its completion, whether it’s the initial clean, a re-clean, or the interim period between re-cleans and inspections. All re-cleans are subject to these same Terms and Conditions.

To be eligible for our Bond Return Guarantee, customers must contact us within five days (120 hours) following the service, accompanied by the Exit Report. Please note that we do not cover natural events that occur over time, such as settled dust, water marks, open windows, and similar factors. These issues, including all aspects of the Bond Return Guarantee, are not within our coverage.

Our Bond Return Guarantee becomes void if the property is not vacant following our cleaning. The exceptions to this rule include instances where carpets have been professionally cleaned by an authorized carpet cleaner we approve of, or if you have a written agreement from us.

To ensure a successful bond clean, it’s imperative to schedule the service once all furniture has been removed, the premises are unoccupied, and all necessary maintenance or other work has been finalized.

Lastly, please be aware that we are not liable for incidents categorized as Acts of God, such as floods, storms, fires, earthquakes, cyclones, and other natural disasters.

CLAIMS AND DAMAGES:

We want to clarify our policies regarding claims and damages for your understanding:

  1. Refund Claims: Regrettably, we cannot entertain refund claims once the service has been completed, and we have vacated the property.

  2. Re-Clean or Inspection: Prior to arranging a third party for any service, the customer must agree to allow us the opportunity to conduct a re-clean or inspection if they find any aspect of our work unsatisfactory.

  3. Service Guarantees: Please be aware that our Bond Cleaning guarantee specifically covers Bond Cleaning services and not any other services such as carpet cleaning and pest control. These additional services will be warrantied by the respective contractor responsible for providing them.

  4. Care and Damages: While we take utmost care during the service, some items may be older and prone to ‘wear and tear.’ Certain items, like light fittings, fly screens, and other perishable plastics, are particularly susceptible to accidental breakage. If you believe that any damage has occurred beyond what is considered normal ‘wear and tear’ due to our service, kindly provide written documentation along with relevant photos.

  5. Waiver of Claims: You agree to waive any claims against us for incidental costs incurred, including but not limited to rent payable or the loss of bond monies due to the service.

  6. Damages Claims: Claims related to damages will be subject to both parties providing proof that the damage occurred during the service. Responsibility for such claims will rest with the contractor if fault is accepted. The contractor and the customer will agree to exchange details and allow access to the property for the duration of the claim, which may include access for quoting and repairs if applicable.

  7. Fridge or Freezer Cleaning: If you require your fridge or freezer to be cleaned, you are responsible for emptying and defrosting it in advance. Additional costs may apply.

  8. Incident Reporting: If there is an incident involving an accident, breakage, property damage, or theft due to the actions of our cleaner, please inform us within 24 hours of the service’s completion.

We appreciate your understanding of these policies, which are designed to ensure a transparent and fair process for addressing any concerns or issues related to our services.

COMPLAINT PROCEDURE:

In the event of any complaints, we kindly request that they be submitted in writing to feedback@bondbackcleaningsolutions.com.au. To ensure the efficient handling of your concerns, please adhere to the following procedure:

  1. Submit your complaint within 24 hours of the completed service.
  2. Include the following details in your complaint:
    • Your name
    • Contact number
    • Date of the complaint
    • A thorough explanation of the issue, accompanied by any relevant documentation or notes.
    • Clearly state the resolution you are seeking.

Please be aware that as a client, you have access to our website where you can find the full complaints procedure.

It is important to note that failing to follow our established complaints procedure may result in the dismissal of your complaint or the exercise of our discretion to take no further action. Your adherence to this procedure will help us address your concerns effectively.