Labour Hour
A labour hour is defined as 1 hour of labour performed by 1 professional. Therefore, a team of 2 professionals completing 1 hours of work is 2 labour hours. If you have any questions regarding labour hours or billing procedures please call the office prior to your scheduled cleaning.
We have a 2 labour hours minimum for any hourly job. Labour hours may include time taken to load and unload supplies & equipment from vehicle.
Keys & Property Access
Spruce Up Cleaning is unable to accept keys from our customers due to unpredictability and security concerns. We strongly recommend using a key lockbox or leaving a key in a secure location to ensure maximum security. If you have any entry or alarm instructions, you may add this to your booking notes or emailing/calling us so we can add this to your notes.
Exclusions
The following areas are excluded from all bookings and are not completed at all by Spruce Up Cleaning Co:
Moving of heavy/large items of furniture, grout cleaning of floors, ceilings, in between the glass sheets on ovens, rubbish removal, human/animal waste removal, stained silicone, removal and cleaning of any adhesives, paint removal, air conditioning filters, removal of fly wire screens, curtains, high pressure cleaning, concrete stains, garages, outside of the property – including outside windows, gardens, pools, BBQ’s and pest control.
Pets
You must inform us on the booking page if you have pets. If you do not inform us we reserve the right to re-schedule, cancel and add the appropriate extra cleaning fee onto the invoice. If we need to reschedule or cancel a $50 fee will be incurred.
If you do have pets, please also ensure they are either taken away from the home during the service, or safely kept in a room/area that does not require cleaning. Some of our cleaning teams are scared of certain animals so this is imperative to avoid service disruption.
Parking
Please note that we require parking to be provided for our cleaning teams. If you in an area where parking is difficult, please make sure to either contact us and let us know if we can use a pre-arranged private car parking spot or advise if there is public parking available. Any parking costs incurred will be billed on top of the service. If the parking provided is further than 100mtrs from your property then additional charges may apply.
Please also note that if no parking is provided and no public parking space can be found (we generally will look for up to 20 minutes) then a $50 cancellation fee will be incurred.
Cancellations
There is a $50.00 cancellation fee for cancellations made prior to 5pm the day before your appointment. Please note this fee increases to 50% of the job value on the same day of the service.
Condition of Home & Extreme Cleans
Our Regular & Once Off cleans are designed for homes last cleaned thoroughly within roughly 0-2 months. If it’s been longer than 2 months, we recommend a deep clean before any ongoing standard service. Should our team find your home’s condition unsuitable for the booked service upon arrival, we will attempt to conduct the booked cleaned, cancel or re-schedule upon communicating with customer.
Cleaner Safety – Hot Weather
Spruce Up Cleaning has a duty of care to our cleaners. On days that reach 35 degrees or above, we ask that you please turn on your air conditioners. If this is not possible, or you do not have air conditioning, please contact the office directly. If prior arrangements have not been made and air conditioning is not available when we arrive at your booking, your booking may be cancelled, and a cancellation fee may be charged.
Damage
If you have valuable / antique items on shelves or inside cabinets that require cleaning we require these items to be removed by the owner and placed in a safe location prior to your clean. If valuable items have not been relocated Spruce Up Cleaning reserves the right to not clean that area.
In the rare instance that damage occurs as a result of our service, please contact our team and provide photos within the required timeframe as advised below:
Any reports submitted after these timeframes will not be reviewed.
Spruce Up Cleaning is not liable for pre-existing damage or for damage to valuable or personal items if photographic evidence cannot confirm that the damage occurred during the service and was caused by a Spruce Up cleaner. Additionally, if any other service providers are present during the cleaning, Spruce Up Cleaning will not take responsibility for any damages.
If the damage is found to be due to the fault or negligence of our team, we will first attempt to arrange a repair. For small repairs under $200, we may book a specialist to attend to the repair directly. However, for unusual damages or larger repairs, we may require the customer to obtain at least two quotes for the repair or restoration. Depending on the cost, up to three quotes may be required if the first two quotes are not similar in price. If a repair is not possible, we will look for a suitable replacement, and proof of purchase will be required. All quotes and proof of purchase must be submitted within 30 days of the complaint being lodged. If there is not enough photographic evidence to confirm that the damage was caused by our team, we may not be able to cover the full cost of repair or replacement. Please also note that payment for the service will still be processed while the claim is being reviewed.By accepting a Spruce Up cleaner into your property and allowing the service to begin, you agree to our Damage Terms & Conditions as stated above.
Waiting for Access
If our Spruce Up cleaning teams cannot gain access to your property, we will attempt to reach out to you by SMS and Phone (unless requested otherwise). After we have contacted you, we will wait for 15 minutes for you to provide access. If no access is provided, the service will be cancelled with a 50% cancellation fee.
Billing / Payments
Visa, Mastercard, and Amex are all accepted. Your card will have 2 days hold placed on it before your cleaning service. However, you won’t be billed until the evening after your service is completed. Any reservation that does not successfully complete a security hold on your funds will be cancelled, at our discretion.
If you have a regular service with us, we will bill your card provided the day after the service.
Unpaid Services
In the event where your overdue account is referred to a collection agency and/or law firm, you will be liable for all costs which would be incurred as if the debt is collected in full, including legal demand costs.
Safety
Due to safety concerns, we do not allow our cleaners to move and/or lift heavy items nor do we clean high reach areas (more than 2 step ladder). If you would like us to clean behind large appliances or furniture, please move them before our arrival.
Weather
In the event of severe weather conditions that it is not safe to travel or perform work during that time we reserve the right to reschedule or cancel your service. We are not liable for any outcome in this event.
Photos
We may ask our cleaning teams to take photos and send them to our office in order to assist us in providing the highest level of support. If you are present, we will always ask you before doing so. If you are absent, we will proceed to take photos however please note – all photos are used strictly for purposes linked to your service and we take your privacy very seriously. If you would prefer for photos not to be taken, please just let us know prior to your service.
Right to Refuse Service
We reserve the right to reject or terminate service at any time. Some causes could be:
Satisfaction Gaurantee
Our dedication to you is reflected in the Happiness Guarantee. We will work with you to resolve any issues you may have with the cleaning service you received.
We have complete confidence in the quality of our service and firmly believe that you will be more than delighted with your service. However, we understand that sometimes things may not go as planned. That’s why we offer our amazing no charge re-clean guarantee. So, no need to worry, simply follow the procedure below and we’ll take care of everything for you.
Here’s the procedure:
Bio-Hazards
Blood-borne pathogens and biological hazards include both human and animal urine and faeces, medical syringes, mucus, vomit, and blood. Organic material that endangers people is a biohazard. For this reason, in addition to following our cleaning checklist, we ask our cleaners to steer clear of any potential biological hazards and blood-borne pathogens. We do our best to clean around them while alerting you to their presence. We reserve the right to end the service in any situation where the cleaner feels unsafe.
Hoarding Conditions
Our cleaning teams have the right to decline the job or reevaluate the fees if the state of your property is deemed to require more cleaning than what is typically provided by our cleaning packages. This is done in order to meet the needs of the client. Due to an incorrect job description, you will be charged a $50 booking fee if cleaning teams choose to decline your request. The purpose of this fee is to pay for the costs incur due to wasted fuel and travel time.
Unpredictable Events
In the event of any unforeseen circumstance, we reserve the right to reschedule your service. A few examples maybe: Traffic jams, medical & family emergencies, car crash. We are not liable for any outcome of this event.