Terms & Conditions – Sunshine Coast Bond Cleaning (SCBC)

By using our services, you wholly agree to, in full, the following terms and conditions outlined by Sunshine Coast Bond Cleaning (SCBC). It is recommended that you check the website before using our service, as these terms and conditions are subject to change at any time and as such, the most accurate version will be posted to our website www.sunshinecoastbondcleaning.com.au

CLARIFICATION:

In these terms and conditions, the following words shall have the following meanings.

“Customer, you” means any person/company/business or agent who purchases services from SCBC and is charged with decisions on how to proceed with the service of the premise.

“We, us, our, company” means SCBC, its employees or authorised contractors/business/companies approved by SCBC.

“Service, services, work, works” means any service/s and or work/s that the customer would like completed that are within our scope.

“Cleaner, cleaners” means any person, business, contractor, or company who performs any service as directed by SCBC.

“Managing Agent” means any individual or company who is charged with managing the rental matters of the premise, The Managing Agent may also be considered as the decision maker on behalf of the Customer in all matters pertaining to the purchase of services from SCBC.

“Premise, premises” means any property/location/house/unit/tenancy/building/area we are charged with servicing.

“Within reason, reasonable” means that we will endeavour to make a knowledgeable evaluation, with the information that is available to us at the specific time and then using equipment we have access to, made a decision/action which we consider offering the best outcome in the specific instance.

GENERAL:

We do not tolerate inappropriate behaviour towards Us, that harasses, intimidates, threatens, or uses fear (either verbally, written, or physical) by the customer, this includes explicit language, racism and defamatory remarks. We will take whatever action is necessary (including legal action) against any person who is involved in threatening or abusive behaviour. We reserve the right to terminate any services immediately without refund, as such you have no such claim to receiving any refund for services rendered. You agree to allow photographic images to be taken of the premise, before, during and after your service has been completed, these images will be used for the purpose of quality assurance and proof of limitations if applicable. Additionally, you consent to these images being used for the commercial purposes of marketing by the company.  If you do not permit photos of your premise to be used for marketing, please revoke this permission by emailing/writing to us prior to the start of your service. All cleaning is to remove basic dirt/grime and dust, it does not encompass stain removal on any surface. Please see our website for a list of inclusions and exclusions of the services we provide.

PRICING/STANDARD:

All quotes or prices we offer prior to actual, physical, on-site visitation and sighting of the premise are estimates only. Our quotes are based on the cleaning requirement of what is considered to represent the average, standard premise. Pricing can still be adjusted even if a more accurate description of your particular premise has been previously offered to us.

We will use reasonable efforts to quote as accurately as possible. However, at times these quotes are subject to change based on our assumptions or the customer identifying additional services required. Such factors and services include, but are not limited to;

• The premise is not as described accurately by the customer or Managing Agent at the time of quoting. Extra rooms or incorrectly ‘labelled’ rooms, window dressings not noted, specific types of windows/doors not noted, the large size of the premise or specific rooms are not noted.
• Cupboards/niches/shelving/racking other than what is considered standard for a specific room type. (This means bedrooms have 1 robe, kitchen/bathrooms/laundries have a standard number of cupboards and drawers, all other rooms are walls only and empty unless noted.)
• The types of surface materials, complicated design elements or poorly designed access to the premise, that is considered to be non-standard and will require more cleaning time as compared to a standard premise.
• The condition of the premise is considered excessively dirty/heavily soiled. (This means the presence of additional dirt, dust, oil, grime, other that has been identified to exist at higher quantity than that of a normal/standard premise.)
• Any part of the premise that requires an external service agent to clean or any part of the premise which we consider accessing dangerous.
• Any part of the premise that falls outside of our standard service, as defined within the inclusions and exclusions list.
• Any additional costs that we have incurred to be able to access or service the premise.
• Your original service requirements are altered from the time of quoting.
• We are charged with the moving or removal of belongings, rubbish or personal effects left at the premise on the day of service.
• Fretwork, dado rails, beading, fireplaces are not noted prior to quoting.

If variation of the quote is required, we will contact you prior to commencing services. We will advise the issues and the extra charges that are payable for us to continue with the services. You must accept and pay for the variations in advance prior to us continuing with services.  If you do not agree to the full extras payable, we will not clean these issues noted and as such, the Bond Return Guarantee will not be guaranteed on all or part of the premise.  If we are completing a bond clean on a furnished property, extra time will be allocated and charged for accordingly, for moving personal items/home effects from cupboards and drawers. Terms regarding moving of large/heavy/awkward items outlined below are current for a furnished property.  Servicing after hours or on gazetted Public Holidays will incur additional service charges.

ACCESS:

We required the customer/client/agent to be contactable any time prior to and including the time that servicing is being completed. If for any reason we are unable to contact the customer/client/agent prior, we may choose to not attend the job. At our discretion, a cancellation fee of up to 100% of the total quote may be chargeable/invoiceable to you.  If for any reason we are unable to contact the customer/client/agent at the point contact is required to advise variations to the quoted price, we will continue the clean with reasonable effort (assuming payment has been received or is paid via Customer Terms), however we will not clean any issues we would have noted as variations and as such, the Bond Return Guarantee will not be guaranteed on all or part of the premise. If we are requested to return to the premise to complete further cleaning after the above issues pertaining to non-contact has occurred, we will quote on the cost of these extras and the charges are payable to us prior to re-servicing the premise.  If the premise is not accessible for any reason, or entry is delayed beyond the agreed access time, you agree to a $62 per hour non-access fee, chargeable in 15-minute increments. If you still require the service, but we cannot complete it at the initial day/time booking due to non-access, we will charge a $120 rescheduling fee to rebook at the next available day/timeslot. If you choose not to attend, a cancellation fee of up to 100% of the total quote may be chargeable/invoiceable to you, at the discretion of the company.  If you require keys to be collected allowing us access to the premise, a key collection location may be agreed upon with the Company in writing (SMS Text Message or Email) at a minimum of 24 hours prior. We reserve the right to charge $62 per hour (chargeable in 15-minute increments) for this service.  We require unobstructed access to all areas of the premise that requires the service. All furniture, appliances, personal belongings, rubbish/waste, vehicles and pets must be removed from the entire of the premise and driveway prior to the day of the service. This includes any items in any cupboards or drawers. If upon attendance of the premise, we discover any of the mentioned items, we reserve the right to reschedule to the next available day/timeslot and charge $120. If you do not agree to this, then a cancellation fee of up to 100% of the total quote may be chargeable/invoiceable to you. Alternatively, upon consulting with the customer, we may choose to move small and lightweight items to a select location that is undercover and not obstructing our cleaning. In this situation we will aim to handle property carefully, however we are not liable for any damage that occurs. We reserve the right to charge $62 per hour (chargeable in 15-minute increments) for these additional works. However, we will not move any items we deem to be heavy, awkward or large, as such we will perform our works around them and you agree that the Bond Return Guarantee will not be applicable to these areas.  If we are requested to return to the premise to complete further cleaning after the above issues pertaining to items in the property have occurred, we will quote on the cost of these extras and the charges are payable to us prior to re-servicing the premise.  We require access to electricity and running hot water. If the premise does not have these utilities connected at the time of cleaning, if approved by the customer, we can attempt to complete the service, however the Bond Return Guarantee will not be applicable. If you require the service, but we cannot complete it at the initial day/time booking due to utilities, we will charge a $120 rescheduling fee to rebook at the next available day/timeslot. If you choose not to continue, a cancellation fee of up to 100% of the total quote may be chargeable/invoiceable to you, at the discretion of the company.  We require unobstructed access by being the only persons/team on the premise. We will not work with other service teams, contractors, or persons in the premise. If you require the service, but we cannot complete it at the initial day/time booking due to other service teams, we will charge a $120 rescheduling fee to rebook at the next available day/timeslot. If you choose not to continue, a cancellation fee of up to 100% of the total quote may be chargeable/invoiceable to you, at the discretion of the company.  If we attend the premise and upon inspection, deem that there are areas of tight, complicated, awkward, or unsafe accessibility, we will notify you in advance of works and you agree that the Bond Return Guarantee will not be applicable to these areas. We are not liable for any damage that is caused to the premise, if you allow us to proceed with attempted service of these areas.

BOND RETURN GUARANTEE:

Our Bond Return Guarantee is applicable to services that we have been engaged to complete by the customer. We guarantee the quality and completeness of our invoiced services rendered to the minimum standard of which the Managing Agent of the premise will approve the services to be complete within reason, thus allowing return of a rental bond to you. The customer indemnifies us from all legal and financial proceedings for a delayed rental bond, or for a non-returned bond based on anything not pertaining to services we have been engaged to complete.  Our Bond Return Guarantee means that we will return to the premise, exclusive of additional charge, to rectify any issue with the services we have completed; that the Managing Agent has deemed to not be of a minimum standard. This excludes any services that were prior noted to the customer as being excluded under the aforementioned Terms & Conditions or being covered by our Exclusions List or were areas/items that were unquoted or areas/items that were agreed to be unpaid for.  To permit us to return to rectify services that were not approved as minimum standard by a Managing Agent, they must forward a report to us, clearly outlining the rectification services required at the premise. It must include photos, clear description, and location/s of the issues to be addressed.  We are permitted the right to contest specific issues as we see fit and you agree to allow us to seek advice from a third party if necessary to justify our services.  We aim to complete any rectifications withing 5 working days of receipt of the report from the Managing Agent. If the Managing Agent opts to re-inspect after we have completed rectification services, we require this to be completed within 1 business day unless otherwise agreed upon in writing. After this time the services are considered to be finalised and the offer of the Bond Return Guarantee is complete. If we have not had any contact from Managing Agent or the customer regarding our services within 5 working days of our service, the job and the offer of the Bond Return Guarantee is considered in our view, completed.  We are not liable to rectify issues that were caused by natural occurrences outside of our control. Instances may include (but are not limited to) settled dust, water marks or dying pests.  The customer understands that surfaces/items/appliances that have been subject to specific short-term, long-term, or excessive contact with dirt/grime, excessive daily use, ‘wear & tear’ or excessive movement, may be unable to cleaned. We will perform a reasonable service in these instances; however, the Bond Return Guarantee is not guaranteed on these parts of the premise.  Additionally, if we deem any part of the premise as dangerous, broken, or unsafe and could pose a hazard to the cleaner, we reserve the right not to clean the issue in question (at no discount price to you). If this situation is to arise, you will be notified and agree that the Bond Cleaning Guarantee related to that area or item is not applicable.  The Bond Return Guarantee is voided if the premise does not remain vacant after we have completed service and before all viewings/inspections are deemed as completed by the Managing Agent. We allow exception for any third-party contractors that we organise entry for, as forming part of the service we are providing.  We require access to electricity and running hot water. If the premise does not have these utilities connected at the time of cleaning, if approved by the customer, we can attempt to complete the service, however the Bond Return Guarantee will not be applicable. The Bond Return Guarantee is voided if an acceptable outcome was not previously agreed upon between parties based on the aforementioned issues of access or pricing/quoting/payment collection have occurred.

RIGHTS / BOOKINGS / PAYMENTS / CANCELLATIONS / REFUNDS / CLAIMS / COMPLAINTS:

All works are completed under Australian Consumer Law. For more information on your rights please visit www.consumer.gov.au      If we complete works for you, of which the quality or service standard is contested, in the eventuality any credit or refund is offered, it will be calculated on a pro-rata basis of the works completed and will be returned to you via the method of payment which they were paid for, less any administration fees as outlined by SCBC.  If we are not able to complete services on the day of booking for any reason caused by you, we reserve the right to charge for the loss of work incurred – given the late notice.  We reserve the right to take a non-refundable minimum $120 booking fee as deposit to secure our services.  Payments taken immediately prior to the start of works can be accepted by credit/debit card or with prior arrangement, cash.  Payments taken on days prior to the start of works can be accepted as credit/debit card, Electronic Funds Transfer or through any other company advertised means of payment. If you are paying via, Electronic Funds Transfer, remittance advice must be confirmed with us. Failure to receive confirmed remittance advice or payment prior to works, may result in cancellation of your service, a forfeit of the booking fee and or further charges dependant on costs and losses incurred by the company.  Unless agreed upon in writing, or you are a trading account customer with pre-authorised payment terms, full payment for the total service fee is to be made prior to the commencement of works.  At the discretion of the company, if the full payment for services rendered are not received within 14 days of completion date, we reserve the right to charge a $60 late payment fee.  If the updated full payment is not received after 30 days, additional late payment fees may be charged at a rate of 10% per annum, for each 7 days that any amount remains outstanding.  The Customer agrees to fully indemnify the company for all legal, financial and any other expenses/costs incurred by Us in connection with any demand, action or other proceeding occurring from violation of the terms of this agreement. We reserve the right to report any non-payments, debts or unauthorised chargebacks to collection/recovery agencies, credit agencies, banking institutions or Management Agencies.  If for any reason you choose to reschedule your booking within 24 hours of the service booking, if the non-refundable deposit has not been taken, we may choose to charge a $120 rescheduling fee, to rebook at the next available day/timeslot. If you choose to cancel on the same day as service or when we have arrived at the premise, a cancellation fee of up to 100% of the total quote may be chargeable/invoiceable to you, at the discretion of the company.  The customer indemnifies us from all legal and financial proceedings, if at our discretion, we choose to cancel or continue completing services, if we deem conditions of the premise to be dangerous, unsafe, or not having reasonable access. Same day service cancellation fees/charges as above will apply.  Additionally, we may re-schedule or cancel services at our discretion, if the premise is not as was described when quoted, in either condition or size, or if unexpected circumstances occur beyond our control.  The Customer or Managing Agent agrees to allow Us inspection and the chance of reasonable rectification, of any work deemed not to meet the minimum standard of the Managing Agent. We will not be liable for any costs incurred by the Customer if we are not offered this opportunity before you engage a third party to conduct services as rectification work.  While we complete all works with the utmost care, we are not liable for replacement/repair of any parts of the premise that are old, fragile, subject to above standard ‘wear & tear’, excessively used, prone to accidental breakage/failure, perishable, or are considered to have short longevity. This additionally includes but is not limited to, colour change and texture change of surfaces we have cleaned with our standard range of cleaning products.   We are not liable for any damaged caused to any part of, or system within the premise that has been caused by the standard type of clean or the standard cleaning products we use to complete services, unless prior notification of specific treatments was advised to us in writing. If specific cleaning is required in this instance, we will complete a reasonable service, but hold no guarantee of our works, as it falls outside of our standard procedures.  In the eventuality of damages that we agree to be responsible for, we will organise to complete any rectification/repair within a reasonable timeframe at our discretion. If the premise is due to be churned, we have the right to collect contact details of the incoming tenant and organise future rectification/repairs through them. The customer agrees that responsibility for damages from third-party contractors we enlist, will be borne by the third-party contractor and any agreed rectification/repairs required will be managed on their behalf at their cost.  The customer or Managing Agent is required to inform us of any damages that SCBC is known to have caused in writing within 5 business days of our services being completed.  The claim must be in writing by email or text message and include before and after date stamped photos of any damages in question, for us to consider rectification accordingly.  The customer indemnifies us from all legal and financial proceedings or any right of claim for any incidental costs incurred, including, but not limited to, rent payable or loss of Bond pertaining to the services we were engaged to complete while noting any aforementioned exclusions, claims or rights.  In no event shall the Company be liable for any failure or delay in the performance of its obligations herein arising out of or caused by, directly or indirectly, forces beyond its control, including, but without limitation, strikes, government or civil work stoppages, accidents, acts of war or terrorism, civil or military disturbances, natural catastrophes, interruptions, loss or malfunction of utilities, communications or computer services, pandemic or Acts of God. The Customer understands that the Company shall use reasonable efforts to resume work as soon as practicable under the circumstances.  Complaints must be made within 5 business days of the performed service. Complaints must include the customer’s name, contact number, customer current address, the premises address pertaining to the complaint, the date of the service, a detailed explanation of the complaint including any relevant documentation/images and their suggested resolution of the issue. The customer acknowledges that if they do not follow our complaints procedure, we have the right to dismiss the complaint and or take no further action. All complaints handling must be fully documented, as such our complaints department are contactable via the email address claims@sunshinecoastbondcleaning.com.au or surface mail addressed to SCBC Claims Department, PO Box 784, Buderim, Qld, 4556. Our office staff do not handle complaint resolution, as such they will direct you to the above points of contact.