Terms and Conditions
By accepting the services of Unsmudged Cleaning Solutions Pty Ltd, the Customer is bound by the below Terms and Conditions. Please review this agreement, as use of our cleaning services constitutes your acceptance of these Terms and Conditions. Please note that these terms and conditions are subject to change without any prior notice. The terms and conditions including updates will be viewable on our website.
In certain cases, customers may provide their keys to our cleaners. Any keys provided are done so at the customer’s own risk, Unsmudged Cleaning Solutions cannot be held liable for any issues related to key handling. We strongly recommend using a key lockbox or leaving a key in a secure location.
Running water (including hot water) and electricity must be available within the property where the cleaning service is to be carried out, at the time of the service.
Unsmudged Cleaning Solutions is a pet friendly company, however, please be sure to advise our office team if you have any pets as well as any information around your pet that we need to be made aware of, for example if the pet will try to escape whilst we are entering the property. Please also take adequate care to make sure you provide a safe environment for the Cleaner on the day of service.
Parking will need to be provided for our cleaners by you. Please make sure to either contact us and let us know if we can use a 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, including potential cancellation by Unsmudged Cleaning Solutions if parking is unable to be acquired within 15 minutes.
If at the time of the service, you request amendments to the agreed services on the booking that was agreed with Unsmudged Cleaning Solutions, new tasks may be agreed to if they can be completed within our allocated time frame. Additional services will be invoiced to the customer on top of the original price. If the additional task is unable to be completed within the agreed timeframe, please contact management at Unsmudged cleaning solutions to discuss the additional tasks so additional time can be allocated at the next clean or a seperate time can be arranged. The Customer must not request such changes directly to the cleaner, they must be discussed with management at Unsmudged Cleaning solutions.
Please make sure that air conditioning is available at the time of the service. To ensure the health and safety of our teams, we ask that you please turn on your air conditioners if the cleaner has requested. 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, your booking may be cancelled, and a cancellation fee may be charged.
Our Cleaners are instructed not to enter an environment that they consider unsafe to themselves and their health. Any concerns from the cleaners will be reported to management at Unsmudged Cleaning Solutions.
If you require the cleaner to clean behind or under any heavy items such as the fridge, washing machine, bookshelves, etc. these items must be moved prior to the commencement of the service.
Our Cleaners are to only step up to the second bottom rung of a step ladder. Cleaners will not step higher on a ladder or get up on top of furniture to reach difficult areas.
You will at no stage require the Cleaner to take care, or feed your children, pets or any dependents whilst your service is being completed, The cleaner will not pick up or clean up animal faeces or pet bedding.
If our cleaners are unable to gain access to your property, our management or cleaners will reach out to you by SMS or Phone (unless requested otherwise). After Unsmudged Cleaning Solutions has contacted you, we will wait for 15 minutes for you to provide access. If no access is provided, the service will be cancelled and payment of the full amount will be required.
Unsmudged Cleaning Solutions has not reviewed all of the sites linked to its Internet web site and is not responsible for the contents of any such linked site. The inclusion of any link does not imply endorsement. Use of any such linked web site is at the user’s own risk.
The invoice will be emailed to the email address provided by you by the end of the day of each clean. The invoice must be paid on the day it is received.
In the event where your overdue account is passed over to a collection agency and/or law firm, you will be liable for all costs incurred with the agency regarding your overdue account, including legal demand costs.
Refund claims regarding unsatisfactory completion must be sent to Unsmudged Cleaning Solutions within 24 hours of the completion of the service. Those claims will be considered and investigated and a decision will be discussed with you regarding if a refund is acceptable, as well as if additional training would be provided to the cleaner. We may request access to the property to evaluate any problem in an attempt to resolve the matter. Our team will do their best to clean your home but please note that if they have not been regularly cleaned or there is some existing damage, we are not liable for items that cannot be cleaned such as deep stains in the toilet, silicone in shower, stovetop stains, etc, using standard methods.
In the rare instance that damage is caused as a result of our service, please contact our team and provide photos within 24 hours of the completion of your service. In the event that damage has been caused due to fault/negligence of our team, we will first seek to repair the item. Depending on the value of the repair, up to 3 quotes may be required. When a repair is not possible, a suitable replacement will be sought, and proof of purchase will be required. All quotes and proof of purchase must be provided within 30 days of the complaint being lodged. We recommend that all items of special value to you are to be put away and/or not cleaned during the service. We also recommend that you do not place/move any furniture on floors that is not fully dry, Unsmudged Cleaning Solutions will not be liable for any damage this may cause. Our team will do their best to clean kitchen appliances but please note that if they have not been regularly cleaned or there is some existing damage, we are not liable for items that cannot be cleaned using standard methods. Should you not pre-organise linen prior to the cleaner loading the washing in the washing machine or dryer, we do not accept any responsibility for colours running or shrinkage. If hand washing is required, clear instructions must be provided to management and the cleaner at Unsmudged Cleaning Solutions, otherwise if the item is in the pile to be washed, it will go in the washing machine. If the cleaner is unsure they will leave it aside.
Any price quoted by Unsmudged Cleaning Solutions is an estimate only determined on the information provided by you and are given based on average Australian room sizes. Please note that our cleaners may upon viewing the property amend the quotation if the property conditions are different to those described to us when making the booking.
A $10 discount will be provided to customers on a weekly basis and an additional $10 will be charged for customers on a monthly basis.
A $10 discount will be provided to customers on a weekly basis and an additional $10 will be charged for customers on a monthly basis.
End of lease cleans must be disclosed to management at Unsmudged Cleaning Solutions at the time of booking. Unsmudged Cleaning Solutions cannot guarantee the refund of a Bond on a rented property.
All add ons need to be booked with either one of the Classic packages or as a build your own package, otherwise a minimum charge of $100 will be charged.
All cleaners at Unsmudged Cleaning Solutions have received training by the experienced management, are security checked and covered by Public Liability Insurance.
A cancellation fee of $50 will be charged for cancellations made prior to 5pm the day before your appointment. Please note this fee increases to 100% of the job value when the cancellation/no show/unable to access property is after 5 PM the day prior.