CUSTOMER SERVICE AGREEMENT
This Agreement (the “Agreement”) constitutes the complete service agreement between you (the “Customer”) and Cleaning Fairies in Australia (the “Company”) for the provision of cleaning services. Please take a moment to review this Agreement, as using our services will constitute your acceptance of these terms.
1. CLEANING SERVICES
Provision of Service: Subject to the terms of this Agreement, Cleaning Fairies in Australia agrees to provide domestic cleaning services (the “Service”) to the Customer at the address specified by the Customer (the “Premises”).
Scope of Service: The scope of the Service will be as agreed upon between the Customer and Cleaning Fairies in Australia at the time of each booking.
Service Timing: The Service will be provided at a time mutually agreed between Cleaning Fairies in Australia and the Customer (the “Service Time”).
Service Delivery: Cleaning Fairies in Australia will provide one or more cleaners (the “Cleaner”) to attend the Premises to perform the Service.
Service Quality: Cleaning Fairies in Australia will strive to provide the Service diligently, faithfully, and in a professional and timely manner.
2. ADDITIONS AND AMENDMENTS
Any changes to the Service must be agreed upon by Cleaning Fairies in Australia prior to the Service Time.
If the Customer requests additional services or changes while the Service is being performed, the Customer must contact Cleaning Fairies in Australia directly. The Cleaner is not authorized to accept changes.
3. CUSTOMER REPRESENTATIONS AND WARRANTIES
Safe Working Environment: The Customer agrees to provide a safe and accessible environment for the Cleaner to perform the Service.
Access to Premises: The Customer will ensure that the Cleaner has unimpeded access to all areas of the Premises where the Service is required.
Utilities: The Customer will provide access to necessary utilities such as hot and cold water, electricity, and waste disposal.
Cleaning Equipment: The Customer will ensure that any cleaning equipment provided is in good working order and safe to use.
Hazardous Conditions: The Customer must inform Cleaning Fairies in Australia of any hazardous conditions at the Premises before the Service begins, including slippery surfaces or ingrained dirt.
Fragile and Valuable Items: The Customer must secure or remove fragile, delicate, or valuable items, including cash, jewellery, and artworks, before the Service.
Heavy Items: If heavy items such as fridges or bookshelves need to be cleaned behind, the Customer must move these items before the Cleaner arrives.
4. HEALTH AND SAFETY RISKS
Risk Assessment: The Cleaner may conduct a job safety analysis before beginning the Service to assess any potential risks to health and safety.
Suspension of Service: The Cleaner reserves the right to cease the use of any materials or equipment provided by the Customer if, in their discretion, they believe it poses a health or safety risk.
Risk of Service Suspension: If, at any time, the Cleaner determines that continuing the Service presents a safety risk, they may stop the Service.
Abuse or Assault: Any form of abuse or assault (verbal or physical) directed toward Cleaning Fairies in Australia staff will not be tolerated and may result in legal action.
5. PRODUCTS AND EQUIPMENT
Eco-Friendly Products: Cleaning Fairies in Australia prioritizes eco-friendly cleaning products but reserves the right to use other materials as required.
Use of Customer’s Equipment: The Cleaner may, at their discretion, refuse to use any cleaning products or equipment provided by the Customer.
Responsibility for Customer’s Equipment: The Customer understands that all equipment provided must be safe and in working order. Cleaning Fairies in Australia is not liable for damage resulting from the use of the Customer’s products or equipment.
6. NO ENGAGEMENT OF CLEANERS
The Customer agrees not to engage, employ, or contract with any Cleaner directly, either during the service period or within 24 months after the conclusion of any service, without prior written consent from Cleaning Fairies in Australia.
The Customer acknowledges that any breach of this clause may result in legal action and financial compensation to Cleaning Fairies in Australia.
7. JOB QUOTATIONS
Quotation Basis: The price for services is based on the time and effort required, as agreed with the Customer at the time of booking.
Quoted Prices: All quotes are estimates and subject to change depending on the actual service requirements. Cleaning Fairies in Australia will notify the Customer if the actual cost exceeds the quoted amount, and the Customer will have the option to pay the increased fee or to cancel the service.
8. BOOKINGS
Booking Methods: The Customer may book services via the Cleaning Fairies in Australia website, telephone, SMS, or email.
Hazardous Conditions Disclosure: The Customer must inform Cleaning Fairies in Australia of any hazardous conditions at the Premises at the time of booking.
Booking Confirmation: The Customer agrees to provide valid payment details at the time of booking to confirm their reservation.
9. PAYMENT TERMS
Payment Due: Payment is due in full before or at the time of the Service unless agreed otherwise.
Unpaid Services: If no payment is made by the Service Time, the Customer will be deemed to have canceled the Service and may incur cancellation fees.
Accepted Payment Methods: Payments can be made via credit card, bank transfer, or cash.
10. GST
All prices and quotations are inclusive of GST unless otherwise specified.
If GST is payable, the Customer’s payment will be adjusted to include the appropriate amount.
11. LATE PAYMENT FEE
Late Fees: A late fee of $25 applies for payments not received within 30 days, with interest charged at 10% per annum.
Debt Recovery: The Customer agrees to cover all legal costs incurred by Cleaning Fairies in Australia for debt recovery.
12. NON-APPEARANCE
If a Cleaner fails to attend within 1 hour of the scheduled Service Time and does not provide the Service, Cleaning Fairies in Australia will offer the Customer a full refund or reschedule the Service.
13. COMPLAINTS
If the Customer is dissatisfied, they must notify Cleaning Fairies in Australia within 24 hours of service completion. We will aim to resolve the issue by offering a refund, re-supply of services, or other remedies.
14. EXCLUSIONS AND LIMITATIONS
Liability Limitations: Cleaning Fairies in Australia is not liable for damage due to the use of defective equipment or hazardous conditions at the Premises.
No Guarantee: Cleaning Fairies in Australia cannot guarantee the removal of all stains, ingrained dirt, or wear caused by cleaning.
15. INDEMNITY
The Customer indemnifies Cleaning Fairies in Australia against any losses, legal costs, or liabilities arising from a breach of this Agreement.
16. CANCELLATION FEES
Notice: The Customer must provide 72 hours’ notice to cancel or reschedule a Service. Failure to do so will result in a cancellation fee.
17. TERMINATION OF AGREEMENT
The Customer may terminate this Agreement with 72 hours’ notice.
Cleaning Fairies in Australia may terminate immediately if the Customer breaches the terms of this Agreement.
18. PRIVACY POLICY
The Customer agrees that any information provided will be used solely for the provision of services, and will not be shared with third parties except as required by law.
19. LAW & JURISDICTION
This Agreement will be governed by the laws of Australia, and any disputes will be resolved in the courts of the state where Cleaning Fairies in Australia operates.
20. SEVERABILITY
If any provision of this Agreement is found to be invalid, the remainder will continue in effect.
By using our services, you acknowledge and accept the terms and conditions outlined in this Agreement.