Terms & Conditions
1.Bond Back Guarantee Policy
Purpose: To assure clients of quality and support in securing their full bond return.
We guarantee our bond cleans meet industry and agency standards.
If any issues arise within 72 hours of completion, we will return to rectify them free of charge.
Conditions:
Property must remain unoccupied after our clean.
Issue must relate to an area included in the original clean.
Re-clean requests must come from the property manager or real estate agent with supporting inspection notes or photos.
2. Scope of Work Policy
Purpose: To clearly define what is and isn’t included in a standard bond clean.
Standard clean includes: all internal surfaces, floors, bathrooms, kitchen, appliances (optional oven), and fixtures.
Optional extras (at added cost):
Carpet steam cleaning
External windows
Garage, patios, balconies
3. Booking & Cancellation Policy
Purpose: To manage time efficiently and avoid losses due to late cancellations or no-shows.
Bookings require confirmation by text, email, or deposit (if applicable).
Cancellations:
Over 48 hours notice: no fee
Within 24–48 hours: 30% cancellation fee
Less than 24 hours or no access on arrival: 50–100% fee may apply
Rescheduling is subject to availability and must be confirmed in writing.
4. Access & Key Handling Policy
Purpose: To ensure smooth access to properties and the security of client keys.
Clients must ensure we have clear access on the scheduled day (e.g., keys provided, real estate coordination).
If no access is provided, a callout fee may be charged.
Any keys left with us are kept securely and returned as instructed.
We will not be held liable for delays caused by third-party access issues.
5. Workplace Health & Safety (WHS) Policy
Purpose: To protect staff, clients, and property.
All cleaners are trained in safe cleaning practices.
PPE (gloves, masks, etc.) is worn as needed.
Hazardous chemicals are handled with care and according to manufacturer instructions.
We reserve the right to refuse service in unsafe, biohazardous, or abusive environments.
6. Payment Policy
Purpose: To ensure clarity and prompt payment.
Payment is due on the day of service, unless otherwise agreed.
We accept bank transfer, cash, or credit card (if applicable).
Overdue invoices will incur a late fee of 10% per week after 7 days.
Bond-back guarantee is void if full payment is not received.
7. Before & After Documentation Policy
Purpose: To protect both parties in case of disputes.
Staff may take photos before and after the clean to document work.
Photos are used strictly for internal quality checks or dispute resolution unless otherwise approved.
All data is stored securely and not shared without consent.
8. Client Complaint & Dispute Resolution Policy
Purpose: To resolve issues quickly and professionally.
If a client is unsatisfied, they must report the issue within 72 hours of service completion.
We will inspect and, if valid, rectify the issue within 2 business days.
No refunds are given unless the service was not completed as described in the checklist.
Any abusive or threatening behavior will result in refusal of service.
9. Property Damage & Liability Policy
Purpose: To handle accidental damage professionally.
Crystal Clean Crew holds public liability insurance.
Accidental damage caused by our team must be reported immediately for insurance processing.
We are not liable for: Pre-existing damage, fragile items not disclosed or removed, damage due to faulty appliances, plumbing, or fixtures
10. Communication Policy
Purpose: To ensure clarity between all parties.
We communicate via email, phone, or SMS for quotes, confirmations, and follow-ups.
Cleaners on-site cannot approve changes in scope—please contact admin for all changes.
All requests must be in writing to avoid miscommunication