Bond Cleaning Terms and Conditions

Queen of Clean the Business is in the business of providing professional cleaning services. (domestic, holiday & commercial)

By booking Queen of Clean services, you are entering into a contractual relationship. The first contract being with Queen of Clean, governing the access to and use of the Website in accordance with the terms and conditions of this Agreement, and a contract for the provision of the cleaning services (“Cleaning Agreement”).

AND THE PARTIES HEREBY AGREE:

1. Definitions and Interpretation

1.1. In these Terms, unless the context otherwise requires:

“Booking” means the booking made for the provision of cleaning services;

“Cleaning Fee” means the fee (inclusive of goods and service tax, if applicable) for the professional cleaning services. Cleaning is charged on a per hour per cleaner basis or flat price, as advised by Queen of Clean at the time of booking and this price is subject to change where Queen of Clean see fit.

“Intellectual Property Rights” means all present and future rights anywhere in the world in relation to copyright, trademarks, designs, patents or other proprietary rights, or any rights to registration of such rights whether existing before or after your access to the Website;

“Balance Due” means the amount that you are required to pay for the Domestic services.

1.Bond Back Guarantee

1.1Bond Back Guarantee- In the event that we receive notification from you or your real estate agent, informing us that there is an area that has not meet the real estate's requirements we will return to re-clean any problem areas – free of charge. Our bond back guarantee only covers the cleaning aspects of the bond, those provided in our quote and checklists. We do not take responsibility for damages caused once we have exited the property or damage caused by the tenant in the tenancy period of the vacate period, or items outside of the cleaning scope of inclusions.

1.2 In the case that your real estate agent is unhappy with the services performed, please do not hesitate to request for a re-clean. We will require that your real estate agent or landlord specify the exact areas that need to be addressed with photographic evidence.

1.3 Bond guarantee does not apply in the instances where there is a problem area in the property that no amount of cleaning or professional cleaning products are able to rectify.  In the event that the property has a problem area you will be notified immediately after a cleaning attempt has been made. Examples of this include, but are not limited to:

permanent carpet stains, permanent hard water stains, permanent wall marks

mould, rusting, grease stains, cooktop surface damage

The state of the property is not as expected

If your original requirements have changed or were incorrectly provided

If there are variations to the condition or size compared to standard room specifications

2. Health and Safety

2.1 It is the responsibility of the tenant and letting agent to ensure that the property is a safe work environment free from any hazards such as but not limited to, broken light switches or power points, water leaks and slip hazards, No broken glass windows, doors or tiles.

2.2 If we attend to conduct the clean and deem that the property represents a safety hazard, we reserve the right to refuse to undertake the clean until the proper repairs have been made to the property and it is safe for our team to complete the clean.

2.3 Biohazard if there are any biohazards present, we reserve the right to refuse to clean the area. Biohazard’s can include but not limited to human and animal faeces and urine, blood, semen, used condoms and tampons or pads, used baby nappies. If there are biohazards present at the property you may be charged a biohazard fee of $100.

2.4 Heights, some areas may not be accessible or safe for us to clean due to the height of them including but not limited to high ceilings, fans, skylights ect

3. Requirements to commence the clean 

3.1 The property must be completely empty of ALL furniture and appliances except fixed appliances such as stoves ect.

3.2 The property must be completely free from ALL rubbish or unwanted items. We do not offer a rubbish removal service.

3.3 The property MUST have accessible parking for ease of loading and unloading equipment, in the event that paid street parking is required such as units or apartment buildings, this is the responsibility of the tenant to pay the cost of parking.

3.4 ALL repairs and maintenance must have already been completed before we commence the clean. 

3.5 We require the property to be free from any other trades or services such as movers, carpet cleaners, tradesman of any kind. This allows us to complete our job, multiple people coming and going from the property compromises the integrity and quality of the clean. In the event that this situation occurs you will NOT be covered the bond back guarantee.

3.6 The property MUST have hot water and electricity still connected to be able to complete the clean. 

3.7 In the event that any of the above situations arise and the clean is not able to proceed and needs to be rescheduled a fee of $150 is payable.

4. Access

4.1There is no one available to let us inside at the time of service and/or there are no other means of access to the property, or we have not been given any instructions on the location of the keys ect causing the job must be postponed there will be a fee of $150 charged.

4.2 Key collection and drop off service available within 5km of the property $30 

5. Bond Clean Payment

5.1 Payments under $1000 must be paid in full 48 hours prior to the cleaning date, unless an arrangement has been agreed to. Payments over $1000 will require partial payment of 50% 48 hours prior to the cleaning date.

Payments can be accepted via direct bank transfer online payment options such as Mastercard, Visa Card, AMEX and all major credit cards, Afterpay Plus (via Applepay).  Applepay, Google Pay, PayPal Pay in 4.

Once payment has been made and received on our end, we will email through a receipt of payment and booking confirmation.

6.  Bond Clean Inclusions

6.1 General Inclusions

Remove cobwebs, insect marks 

Clean fans, Air Conditioners and filters

Clean light fittings (where they can be safely removed and accessible)

Spot clean walls, light switches and power points

Clean skirting, architraves and doors

Clean drawers and cupboards including inside, doors and cupboard tops and shelving

Windows clean both sides (exclusions apply at heights and accessibility)

Vacuum sliding door tracks and clean tracks

Clean standard blinds, cords and rails (spot clean and dust).

Vacuum all the floors and carpets.

Mop hard floors.

6.2 Kitchen 

Clean inside and outside and on top of all cupboards, doors and drawers.

Clean inside, outside and around stove top, elements, rings and knobs.

Clean inside and outside of oven, griller, doors, trays, racks, glass and knobs.

Clean inside, outside & behind refrigerator* and dishwasher* & microwave* space. (if applicable)

Clean and dry sink, drain holes, drainers and polish tap ware.

Range hood exhaust and filter -if filter can be removed and cleaned.

Clean and polish splash back area.

6.3 Bathroom 

Clean exhaust fans

Clean Inside and outside all cupboards and drawers.

Clean toilet, behind ‘S’ bend, around cistern & under and around toilet seat.

Clean bath, shower recess, remove built up soap residue on tiles and shower screens & soap holder

Clean sink and polish all tap ware and towel rails.

Clean mirrors and windows, window tracks and floors.

6.4 Laundry 

Clean Inside and outside all cupboards and drawers.

Clean inside, outside and behind dryer*. Remove lint. (If applicable)

Clean inside, outside and around laundry tub, cabinets, shelves, drawers, tap ware.

Clean behind washing machine* space. Clean equipment and filters (if applicable).

Clean all walls, windows, window tracks and floors

6.5 Garage 

Sweep floor and remove cobwebs

6.6 Patio 

Sweep and mop floors, remove cobwebs.

6.7 Furnished property - In addition to the above items a furnished property bond clean also constitutes.

Dust and wipe over furniture surfaces

Kitchen cupboards will be cleaned if ALL ITEMS are removed and placed in front of the cupboard. WE TAKE NO RESPONSIBILTY or have no liability for any damage or breakages of cupboard items

NOTE: Standard blinds are blinds with a surface that can be dusted or cleaned without requiring a specialist and or extra time. For instance, material blinds or curtains would require a Blind specialist. Venetian & Roller blinds require specialist cleaners.

*Cleaning behind/around these items or any heavy object (as per our Terms and Conditions) over 5Kg must be moved by the client (and put back if applicable) for our cleaners to gain access and clean.

7. Bond Cleaning Exclusions 

7.1 Mould 

We do our best to remove mould from areas however this is not always possible as the mould can be imbedded into silicon, grout and other areas. These areas will require a specialist to restore back to a normal state.

7.2 Damp Spots 

Damp spots can happen anywhere in the house, often the ‘dry wall’ plaster can be affected. We will do our best to remove any mould and marks from Damp spots however we can’t completely make these spots disappear. These marks can return quickly due to excess moisture.

7.3 Complete Wall Clean 

Walls will be spot cleaned for small marks etc. A full wall clean requires more time and often does not have a different result. A full wall clean is only required if marks exist beyond normal ‘wear and tear’.

7.4 Discolouration 

Discoloration happens with normal wear and tear of the property. Often grout, toilets and plastics can discolour (often into a yellow colour) over time, and they can’t be returned to their original colour without specialist intervention.

7.5 Tile and Natural Rock Stains 

Due to the composition of the tiles or benchtops (some being extremely porous) it is not possible to remove stains without specialist intervention.

7.6 Ceilings and heights 

Ceiling cleaning is not included.

Cleaning will not be done if there is the need for a ladder due to OH&S safety requirements for working at heights.

7.8 Dangerous Areas 

Any areas considered by our cleaner dangerous for them to operate, this includes broken cracked PowerPoints/switches, rubbish, bio waste or any other hazard than can be deemed dangerous.

7.9 Garage Walls 

Full wall cleaning more than spot cleaning not included Outside Windows 

8. Windows 

Reachable and accessible windows will be clean (excluding windows at heights or difficult access) 

8.1 Outside Glass 

Outside glass where we can (excluding glass at heights or difficult access) however due to weather circumstances we cannot warrant this.

9. Outside Areas 

9.1 Outside areas are areas that cannot be fully protected (closed off) from weather elements. Examples are balconies and patios, or any area that cannot be completely closed off such as an outside area of a house with only three walls. As per our inclusions we will clean any outside area as required however due to weather circumstances we cannot warrant these areas.

10. Post Pest Control 

10.1 We will not be responsible and do not warranty items post pest control that may require additional cleaning directly related to the Pest Control. Examples are dead insects or animals that have accumulated due to Pest control being applied to the property.

11. Garage 

11.1 We do not warranty any cleaning inside or outside of the garage.

12. Post completion events 

12.1 A post completion event is an event that has happened after the bond clean and within the warranty period which may influence the letting agents release of the bond in which the bond cleaner is not responsible for. We are NOT responsible and do NOT guarantee cleanliness in such an event. To determine these events ‘common sense shall prevail’. Examples of these events are but not limited to:

Buildup of dead insects that were alive during the clean and have since expired.

A build-up of surface dust that has settled after the clean.

Dirt or grime near a window or door that has been left open.

Insect/animal faeces.

New residents have moved or moving in.

Access to the property by a third-party contractor after the completion of the clean.

13. Furnished (If Applicable) all the unfurnished exclusions apply to furnished properties with the additional inclusions below also applying to furnished properties.

13.1 Inside of cupboards and drawers will not be cleaned, if items are not removed.

13.2 Kitchen items  

We do not clean nor warranty all kitchen items that occupy cupboards and draws.

13.3 Furnished Property Exclusions.  

ornaments and decorative items on display will not be cleaned or covered by warranty or bond back guarantee such as but not limited to:  picture frames, vases, lamps, clocks, fruit bowls, linen and any item that may be decorative.

Bond Back Guarantee Exclusions with Queen of Clean

As well as the standard bond cleaning exclusions, other exclusions exist that we can’t warrant under the Bond Back Guarantee at Queen of Clean.

14. Accidental damage or breakages

14.1 In the rare case that an accident, breakage or damage occurs, we will inform you as soon as possible. We will work with you, your real estate agent, and our insurance company to seek a resolution.

Queen of Clean will not be held responsible for repair or replacement of items broken or damaged due to pre-existing wear and tear, incorrect installation, assembly or usage. We will also not be held accountable for any accidental losses or damages to items as residences should be completely unfurnished upon arrival. If we find the property is still furnished, the customer agrees to forfeit the bond back guarantee. Unless the property is stated upfront that it is a furnished property.

2. Service Terms and Conditions

2.1. Access to and use of this Website is governed by these Terms.

2.2. Queen of Clean periodically reviews 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 Website, regularly as any changes to the Terms take immediate effect from the date of the publication on this document. Your continued use of the Website after any such changes are made will be deemed to constitute your acceptance of those changes.

3. Acceptance

3.1. In order to use this Website and make a Booking, you must first agree to the Terms.

3.2. You accept the Terms by:

(a) By engaging the services of Queen of Clean 

3.3. Notwithstanding clause 3.2, you may not accept the Terms or access the Website if:

(a) you are not of legal age to form a binding contract with Queen of Clean; or

(b) you are a person barred from entering into contracts under legislation,

in which case, you must immediately leave the Website.

3.4. By accepting the Terms, you agree that this is clear and unequivocal proof that the Terms are not unconscionable, that there is no unfair bargaining power or position, that there is no duress, and that you have carefully read and understood the Terms.

3.5. If you do not understand any part of the Terms, you should seek independent legal advice.

4. Changes and Cancellations

4.1. You can cancel or amend a Booking free of charge, up to 72 hours before the cleaning Service is scheduled to begin.

4.2. If you postpone a booking within 48 hours before the Bond Cleaning Service is scheduled to begin $85 admin fee is payable. Cancellation of a booking within 48 hrs of the clean $150 cancellation fee is payable. Cancellations on the day on the cleaning service will incur a cancellation fee of $200 this cancellations fee.

4,2.1 If our team arrive at your home and are unable to gain access, and you have not cancelled the appointment we reserve the right to charge full price of the total cost of the invoice. This is due to the fact that our teams will lose part of their income, and this is to cover costs of reimbursement, travel, and a holding fee for the space your booking took up in our schedule.

4.3. You cannot amend, extend or cancel a Booking during the performance of the Services.

5 Cleaning services

5.1. All bookings are subject to Business availability. Booking times are a guide and are subject to change due to operational requirements and may be impacted by things out of our control such as traffic ect. Where the estimated arrival time is more than 1 hr difference from the booked time our team will notify you of this asap.

5.2 Our service provision is guided by a specific service-based outcome. By booking our service you acknowledge that there are differences between our standard general, deep cleaning services and that such services cannot be booked in place of another.

5.3 By booking our service you also agree that the following are extra services that require specific requests upon booking and are not a part of our standard service agreement, they include the cleaning of light fixtures & switches, power points, blinds, curtains, ceilings, walls, carpet, excessive grout cleaning, excessive mould, inside cupboards, exterior and interior windows, balcony, oven and fridge cleaning, and shutter, window tracks, appliance cleaning, fans and screen.

5.4 No refunds or discounts will be given whereby a service was assumed to be included but was not completed due to not requesting additional time. We will also not consider a complaint, where a service was assumed to be included but was not completed due to not requesting additional time.

5.5 Moving furniture in excess of 10kg, is not standard practice. Due to OH&S safe practices any requests to clean behind or under any heavy objects or furniture including but not limited to fridges, the washing machines, bedroom furniture will be the customers responsibility to make sure those spaces are accessible prior to the commencement of the service.  The client takes full responsibility for any damage to flooring, fixtures or furniture in the event that they have requested furniture be moved to for the purpose of cleaning.  Queen of Clean is not responsible for any damage to flooring, fixtures or furniture by the moving of objects and furniture for the purpose of cleaning as requested as we are not furniture moving professionals.  

5.6 The Queen of Clean team will NOT be responsible for cleaning human or animal excrement off any area or surface that extends past the inside of the toilet bowl including but not limited to floors, walls, showers, baths and furniture. 

5.7 The Queen of Clean team will NOT be responsible for disposing of unwrapped and used sanitary products or condoms that are outside the confines of a lined rubbish bin.

5.8 The Queen of Clean team will NOT be responsible for cleaning body fluids off surfaces such as but not limited, blood, vomit or semen.

5.9 General Illness-If you or any member or your household have had gastro or any other contagious illness in the previous 24hrs before your clean please contact us to reschedule your clean. Failure to advise us of unwell household residents in the home at the time of the booked services, will result in the service being immediately terminated and full cancellation fee applies.

5.10 Pets- Where there is pet on the premises it is the responsibility of the owner to ensure that ALL pets are properly secured at the time of the clean. Queen of Clean and its subcontractor take no responsibility for pets that escape the premises due to not being properly restrained and securely confined at the time of the service.

5.10a If we arrive to a booked clean and there is an unsecured pet on the premises that is in any way acting in a hostile, aggressive or menacing manner we reserve the right to cancel the clean with full fees payable.

 5.11 Minors and children -Queen of Clean is NOT responsible for the supervision of children, or dependants at the property at the time of cleaning. This is strictly the responsibility of the customer to ensure that the child/ren or dependant/s are of suitable age and maturity to be left at home without supervision. 

5.12 ALL one-off bookings and last min booking made within 24hrs of the services being rendered require FULL payment upfront. 

6 Termination of Services

6.1. Queen of Clean reserve the right and at its discretion terminate services with no notice required.

6.2 2 weeks' notice is required by clients to terminate services with Queen of Clean.

7 Indemnity and Liability

7.1 General indemnity

You agree to indemnify Queen of Clean on demand, against any claim, action, damage, loss, liability, cost, charge, expense or payment which Queen of Clean may pay, suffer, incur or are liable for, in relation to any act you do or cause to be done, in breach of the Terms.

7.2 General limitation of liability

We will not be liable to you in contract, tort or equity in relation to any direct, indirect or consequential loss you incur in relation to the contents, use or reliance of Site Content or otherwise in connection with the Website.

7.3 Domestic services Liability

To the extent permitted by law, Queen of Clean will not be responsible and will be excluded from all liability, for any loss or damage whatsoever (including personal injury, loss of life and damage to property) that you or another person may suffer in connection with the offer or supply of (or default in supplying) the Domestic services.

7.4 Information accuracy

You acknowledge and agree that some of the Site Content may be provided by way of blogs or comments made by other users of the Website (i.e. Ratings), and that Queen of Clean does not accept any liability for the accuracy of such information or your reliance on the same. The Site Content is provided to you as general information only and is not intended to substitute or replace the advice of a duly qualified professional (where applicable).

7.5. Acceptance

By using our services and Website, you agree and accept that the indemnity and limitations of liability provided in this clause 9 are reasonable.

8. Warranties and Representations

8.1. The use of this Website is at your own risk. The Site Content and everything from the Website is provided to you on an “as is” and “as available” basis without warranty or condition of any kind.

8.2. None of Queen of Cleans affiliates, owners, officers, employees, agents, contributors, third party content providers or licensors make any express or implied representation or warranty about the Site Content or Website.

9. General Provisions

9.1. Any provision of, or the application of any provision of these Terms which is prohibited in any jurisdiction is, in that jurisdiction, ineffective only to the extent of that prohibition.

9.2. Any provision of, or the application of any provision of these Terms which is void, illegal or unenforceable in any jurisdiction does not affect the validity, legality or enforceability of that provision in any other jurisdiction or of the remaining provisions in that or any other jurisdiction.

9.3. If a clause is void, illegal or unenforceable, it may be severed without affecting the enforceability of the other provisions in these Terms.

9.4. These Terms shall be governed by and construed in accordance with the law for the time being applicable to Queensland and you agree to submit to the non-exclusive jurisdiction of the Courts of Queensland.

9.5 Notifications of upcoming cleans are sent via various forms including email, SMS and via messenger from the Facebook business page.  Once the notification has been sent, it is assumed that this has been received by the client and unless we receive a message requesting to cancel the service (fees may apply) that the service is confirmed to proceed. No response is considered acceptance that the service will proceed. 

10. Overdue Invoices:

10.1 By engaging Queen of Clean services, you agree to the following payment terms.

 Rates that are advised are a per cleaner per hour. (rate is subject to change and not indefinitely fixed clients are notified of rate increase) Weekend Surcharges apply as follows: Saturday 1.5 time the quoted hourly rate, Sundays 2 times the quoted hourly rate, public Holidays 2.5 times the quoted hourly rate.

Overdue Invoices:

All Invoices must be paid within 7 days of issue. Failure to do so will incur additional charges which are non-negotiable. 

After 10 days outstanding, a further $15 will be added to the invoice as a late payment fee.

Any amount that is outstanding beyond 10 days will incur a daily late charge calculated at $20 per 7 days.

In the event where your overdue account is referred to a debt collection agency or legal action. You will be liable for all costs incurred as a result of engaging external services to enforce collection of outstanding monies, including legal demand costs, court costs and other miscellaneous costs associated with the collection of the outstanding payment.

10.2 GST is added to the quoted hourly rate. Queen of Clean will add the gst amount of 10% to all invoice where the requirement to collect gst applies.  Queen of Clean reserve the right to commence collection of GST without notification in the event that our GST requirement change.

Payment Options

Cash: We only accept cash upon arrangement 

Bank Transfer: Use you invoice number as reference on your deposit. Our bank details can be found on your invoice. 

Quotations

We will only issue official quotes on a letterhead to jobs we have physically inspected onsite. All other forms of quotation are indicative only as a guide and are subject to change.

In the event of a quoting error, we hold the right to void the quote in question and issue a new one.

11. Damage to Property:

11.1 In the event that your property is accidentally damaged by one of our contractors, you agree that you will follow our damage claims process. Which requires that damages must be reported to Queen of Clean on the day the service is rendered. Due to liability, we are unable to process damage claims if the damage is reported more than 2-3 days after the service has been rendered. 

11.2 You agree that our damage claim process can take upwards of 8 weeks to fix or replace a damaged fixture, surface or appliance in your home.

11.3 By booking our service you agree to wait until our insurer or our service provider's insurer has investigated and completed a claim.

11.4 You also agree that you will adhere to the best practice required by our insurance provider and that no monetary value will be passed onto you in replacement of an insurance claim by Queen of Clean.

11.5 You agree that threats of legal action or threats to damage our reputation unless we pay you for accidental damage on the spot will be taken as libel, blackmail and will be documented and used as evidence in a civil action against you.

12. Our 24hrs Queen of Clean Guarantee.

12.1 If you are unhappy with the service you have received, and what you are unhappy with is a reasonable expectation to have been completed in time booked your service, we will come back to rectify the areas deemed unsatisfactory free of charge. This excludes where there has not been enough time to complete a task, due to but not limited to things such as other tasks taking longer to complete, tidying required to enable tasks to be completed, requesting tasks given priority over other tasks and arears that require furniture to be moved to clean.

12.2 We will return free of charge to rectify any areas deemed unsatisfactory if we are notified of your unhappiness within 24 hours of the service being rendered. Photographic evidence is required.

12.3 We will return free of charge only within a 7-day period at a time that we are able to fit this into the schedule.

12.4 Our 24hr satisfaction guarantee DOES NOT entitle you to the following. Free service provision after our 24hr grace period. A monetary payment in lieu of a re-clean or free extras in lieu.  High traffic including but not limited to flooring, toilets stove tops or where there are pets who reside and have access to the inside the home are excluded from the satisfaction guarantee.

12.4.A The presence of Inside pets is an immediate disqualification from the 24hr guarantee.

12.5 You agree that threats of legal action or threats to damage our reputation unless we pay you for wrongful misinterpretation of our 24-hr satisfaction guarantee will be taken as libel, blackmail and will be documented and used as evidence in civil action against you.

13. Photographs- Photographs may be taken of areas of the home such as bathrooms, kitchens, floors, living areas, toilets and bedrooms. The photographs are purely for record keeping and documentation of the condition or state of the property or specific area when we arrive in the event that there is any dispute on the work that was carried out or the state of the property that we arrived to. No photographs are used for marketing purposes. 

 Verbal and Physical Abuse from Clients

14 Queen of Clean has a zero-tolerance for any verbal or physical abuse directed at or towards our cleaning teams. If our teams, feel uncomfortable or if there is verbal or physical abuse. We will cancel the job with the full price of the booking charged. We will also notify the necessary authorities. Queen of Clean cleaning teams do not come to work to be scolded, belittled, demeaned, abused, harassed, have demands made or intimidated by clients. 

14.1 Queen of Clean has zero tolerance for unwanted sexual advances or attention or inappropriate comments or conversation.

15. NDIS, DVA, My Aged Care, and workcover clients, by signing this agreement you confirm and agree with the applicable statement below:

15.1 NDIS clients by signing this agreement confirm that you have a current NDIS plan that is either plan managed or self-managed and that you have engaged Queen of Clean to undertake home cleaning tasks. NDIS participant number will be required for billing purposes.

15.2 DVA and Workcover clients confirm that you have current approved DVA Household funding or Workcover QLD approval. Any gap between your funded amount and Queen of Cleans rates is payable by the clients.

15.3 My Aged Care HCP by signing the service agreement you agree to the terms and conditions of service.

For any questions and notices, please contact us at: Queen of Clean Home Services ABN 68004629749 Email admin@queenofclean.net.au 

Last update: 01/03/2022 

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