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Terms of Service & Privacy Policy

Definitions

(“us”, “we”, or “our” “Agency” “agency”) The Trustee for Pascale Family Trust trading as Inner West Domestics ABN 60 642 179 224, and included entities related to or associated with it, any successor or assignee of the entity.

2. (“Service, Services”) refers to the introduction or placement of a registered service provider on request by a customer and the domestic cleaning services that are subsequently carried out for the customer by the registered service provider

4. (“Client”, “Customer”, “client”, “customer”) refers to an individual or entity that uses our Services.

5. (“Registered Service Provider”, “contractor”, “Contractor”, “Cleaner”, “cleaner”) refers to an individual, individuals or entity registered with us to provide cleaning or domestic services to our Clients

6. (“you”) refers to a Client, Customer.

Appointment Arrival Time

Windows It is very difficult to commit to an exact arrival time (apart from first thing in the morning) because of our ever changing schedule and the fact that the cleaners don’t finish cleaning each home at an exact time. The cleaners service homes between the hours of 8:00 a.m. and 5:00 p.m. and will strive to be at your home within a 2-hour window of the scheduled time given to you. Many other things can affect the schedules of the cleaners as well such as cancellations, traffic, lockouts, etc. If the cleaner happens to be running late to your appointment you will be contacted as soon as possible and provided with a new expected time of arrival. If no arrival time is indicated, then the cleaning will be completed between the hours of 8:00 a.m. and 5:00 p.m. Our cleaners appreciate your flexibility. When possible, please allow for an open time frame rather than an exact arrival time.

Changes to Requested Service

Appointment and calendar changes (hours booked, days, time) are to be communicated to the Agency. Instructions you would like to give to your cleaner regarding the cleaning service can be communicated directly to the cleaner. Safety We love our Cleaners and want to watch out for their safety, so they do not use tall ladders or move any heavy furniture. These types of activities put cleaners in danger or could even damage something in your home such as scratches on your wood floors. If you would like us to clean behind appliances (such as behind or under refrigerators, ovens, sofas, or other furniture), please move it prior to the cleaning visit to allow access to the area.

Zero Tolerance

The Agency and the Cleaner’s will not tolerate and will seize Service to Client’s who display the following behaviour;
• Verbally or physically aggressive
• Threatening, rude or abusive
• Inappropriate advances (sexual harrassment and other types)
• Bad behaviour, overly demanding

Pets and Minors

While the Cleaners will do the best they can to be aware of the Customer’s pets/minors, the Customer will be responsible for watching and managing any minors or pets during the cleaning process.

Lock Outs

For a One Time Home Clean or Regular Home Clean service the full appointment fee will be charged in the event that our cleaning associates arrive and are unable to access the premises. For a Deep Clean Service or any other service booked the lockout fee applicable is $150.

Cancellations (No Deposit)

If you need to reschedule we do recommend you provide notice as early as possible, preferably at least 2 days before your appointment. You may still make changes or reschedule up to 24 hours before an appointment without incurring a cancellation fee. If you cancel your Regular Home Clean or One Time Home Clean service within 24 hours of the scheduled time, there is a cancellation fee equal to the full appointment fee. For a Deep Clean or any other service booked the cancellation fee applicable is $150. We will require power and water at the property, if we arrive and do not have access to power or water the service may be cancelled and a cancellation fee will be charged as per above. Cancellations (With Deposit) Bookings with deposits or prepaid payments will incur a cancellation fee of $150 if you decide to cancel the service at any given time.

Home Access

You have many options, and it is your choice, how do you let us get access to clean your home:

Hide Key – Some customers prefer to hide a key in a predetermined location prior to each visit.

NOTE: In the event the client chooses to leave a door unlocked, or place a key under a mat or any other unsecured place for the cleaners to gain entry into the home, Inner West Domestics or its cleaners will not be held liable for any damages or theft to the client’s home.

Lockbox – A lockbox is a small black box (commonly used by real estate agents) that use a combination lock or keypad to securely store a key inside.

Keypad Lock – Some customers may have a digital keypad in place of a keyed door lock.

Neighbour – Some customers may give a key to a neighbour with instructions to have the neighbour open the home upon our arrival.

For home alarm systems, while we prefer it to be turned off on cleaning day. If you prefer, you can show the cleaner how to operate it if is a simple system.

Just add instructions when you make your booking. On your first clean, we do like you to be home so you can show the cleaner around your property and point out any areas that you would like the cleaner to focus on, but we understand that isn’t always possible.

Right of Refusal

Inner West Domestics reserves the right to refuse service for certain reasons. These reasons include but are not limited to: not being able to gain entry to a home, no power / electricity, no air conditioning or heating, frequent cancellations or schedule changes, improper or dishonest booking, project out of the scope of the original booking, being rude to staff or contractors, breaching the Client Obligations outlined in this document, and / or incorrect or non-functioning billing information or late payments. The agency will cancel future services to the Client if the Agency believes the Client’s expectations or requirements cannot be met. This is to ensure the Client is always provided with a service they will be satisfied with.

Team Assigned

Our cleaners work solo or in teams of two or more. We make every effort to keep the same cleaner assigned to your home, but cannot guarantee it. Illness, days off, vacations, etc, can all result in a change of team or change of cleaners for your job.

Payment Terms

Some jobs will require a deposit or full payment in advance. For other jobs payments can be made directly to the cleaner on the day upon job completion. Payment options are cash, credit card or bank deposit to be paid directly to the cleaner. Available payment options will vary based on what the cleaner accepts and the type of service that is booked. Not all payment options will be available for every job, for instance EFT may not be accepted but credit card will be.

The Client’s Obligations

YOU WILL USE CLEANERS DIRECTLY AS A CONTRACTOR. You will be responsible for giving instructions, and making correct and punctual payments at the agreed Service fee, directly to the Cleaner. You will keep the Agency fully notified by giving a minimum of 2 working days notice of: any changes in requirements relating to the hours or days worked by a Cleaner; or any complaint about a Cleaner which causes you to wish to appoint a new Cleaner instead of the existing Cleaner; or any absences of a Cleaner so We can take remedial action. You will supply all the necessary and operational cleaning, vacuuming, and ironing equipment and products needed to do the job to your requirements. You must give a clear set of instructions to the Cleaner and must only require the cleaner to do interior domestic cleaning services. You will give all instructions as to duties to be performed, direct to the Cleaner, and shall be responsible for contracting with the Cleaner. Any instructions given to the agency for your cleaning appointment will be forwarded to the Cleaner on your behalf.

Cleaner Solicitations

When a client enters into an agreement with Inner West Domestics the client understands that they will pay a [$2,500] fee to Inner West Domestics if they engage in a working relationship directly with any cleaner registered with Inner West Domestics during the course of service other than through Inner West Domestics.

Breakage or Damage

Inner West Domestics will pay up to the value of $100 per item (upon verification of the value of the item) and up to a grand total not exceeding $500 for the Cleaners negligence. The client needs to save the broken item(s) for Inner West Domestics to inspect. You acknowledge and confirm that each Cleaner is contracted by the Client not the Agency. While the Agency will provide a cover you acknowledge and agree the Agency is not liable for any act, default, omission or damage caused by the Cleaner. You acknowledge and agree that the Agency cannot be liable for false or misleading information provided by Cleaners. We recommend your household insurance policy provides liability cover in respect of domestic servants.

Termination

This Agreement may be terminated by the Agency or by the Customer by providing at least 24 hours notice prior to the Service. Inner West Domestics may terminate this Agreement with immediate effect if the Customer is in breach of this Agreement.

Move In/Out Service/Deep Clean

The cleaning service does not guarantee your security deposit refund (rental bond etc), just in case the stain does not come out of the caulking around the tub and shower the caulking will need to be replaced due to it having mould in the caulk. The property needs to be empty of everything and no trash or furniture to be left behind. The service does not include hard rubbish removal. If your home is furnished during a deep clean then your cleaning will be limited to areas that can be accessed.

  • The job is billed hourly and not according to an estimate or fixed price to clean the whole home. A deep clean call out includes the first 6 hours. Additional hours are billed per each cleaning staff if more hours are needed to complete the job.
  • We clean as a team, for instance if there are 3 people in the team, this means a 6 hour clean will be completed in 2 hours. This does not change the cost or the quality of the clean. This is also the same for additional hours, for instance if there are 3 people cleaning for 20 minutes, 1 hour will be charged.
  • If you have any special requirements such as internal windows, blinds, walls etc you need to inform us beforehand. These tasks will take extra time to complete and will be billed accordingly.
  • We are happy for you check on the job.
  • The cleaners will bring all products and equipment on your appointment day.
  • Lockout fee / cancellation fee of $150 applies if the appointment is cancelled in less than 24 hours or we cannot gain access or are turned away.
  • Bookings with deposits or prepaid payments (secured bookings) will incur a cancellation fee of $150 if you decide to cancel the service at any time.
  • Power and water is required at the property.
  • A 40% deposit is required before the job starts and the balance is payable on the day upon completion of the job.

Items The Cleaners Cannot Clean/Do

The Cleaners will leave certain items untouched, such as items or areas containing any body fluids or excretions and litter boxes. Homes with the following cannot be services; animal waste, human waste, dead animals, and/or anything else that may be a bio-hazard. If your pet has an accident or vomits, it will be your responsibility to clean it up. The cleaners will clean around these areas. Seasonal insect infestation can also be a problem and may prevent the cleaner from completely cleaning your home. If ants, termites, roaches, rodent, fleas, etc., are encountered, the cleaner will not clean or vacuum the area. The cleaner will leave you a note, or the agency will call you regarding the problem. If you have other items you prefer to not be cleaned or handled, please call the office and we will arrange to avoid those items. The cleaners can only clean areas reachable by hand. The cleaners cannot clean ceiling fans, and upper shelves, chandeliers, wet wiping light bulbs, heavy scrubbing of walls, heavy duty/steam carpet or any carpet cleaning, move heavy appliances, move furniture that contains electronics, lift heavy objects, prepare meals, provide any pet or children-related services, or empty diaper pails. Again, for liability and health reasons, the cleaners do not move heavy appliances and furniture. The cleaners can clean around them and underneath, to the extent reachable.

Customer Representations and Warranties

The Customer represents and warrants that: it will provide a safe working environment at the Premises for the Cleaner to perform the Service; the Cleaner will have unencumbered and unobstructed access to those areas of the Premises requiring the Service; it will provide the Cleaner with access to all services and utilities (including hot and cold water, electricity, and rubbish bins) as required by the Cleaner to provide the Service; it will advise Inner West Domestics to the commencement of the Service of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime at the Premises; it is authorised to use the Premises and obtain the provision of Service; if the Customer requires the Cleaner to clean behind or under any heavy items (e.g. a fridge, bookshelf, or other furniture), it will move those items prior to the commencement of the Service; and it will secure or remove any fragile, delicate, breakable or valuable items, including cash, jewellery, works of art, antiques, or items of sentimental value prior to the commencement of the Service.

Exclusions of Liability

To the extent permitted by law, the Agency hereby excludes liability, for any loss or damage whatsoever, including breach of contract, breach of any statutory provisions or implied terms, and/or as a result of negligence of the Agency or its employees or agents, or that of any Cleaner sourced through the Agency.

The Agency will not be liable for any loss or damage to the Client or any goods or property of the Client however arising.

If the Agency is held liable by the courts to the Client for any reason whatsoever, including for its negligence, the Agency will only be responsible for any losses that the Client suffers which are a reasonably foreseeable consequence, up to a maximum of 4 regular cleaning client placement fees.

In any event, the Agency does not accept liability for any business loss (including, without limitation, any loss of contracts or business opportunity, loss of revenue, loss of profits or loss of anticipated savings in expenditure).

The Agency shall not be liable under any circumstances for any losses that the Client suffers as a result of any failure by a Cleaner to comply with his/her contractual obligations for whatever reason regardless of the fact that such Cleaner may have been recommended or introduced to the Client by the Agency.

The Agency shall not be liable for any failure of, or delay in, performance of all or any part of any contract in accordance with these Terms which is due wholly or partially to any cause or occurrence beyond the Agency’s reasonable control.

The Agency shall not be required to perform or complete performance, nor shall it incur any liability for failure to carry out the terms of this Agreement, if at the relevant time the Client is in breach of any obligation to the Agency under any contract with the Agency.

The Agency shall have a reasonable time, after such a breach is remedied, to carry out its obligations under this Agreement. If such a breach is not remedied within a reasonable time, the Agency may, on giving reasonable notice to the Client, end this Agreement and shall have the same rights against the Client as if the Agency had ended this Agreement due to a breach of a term of this Agreement by the Client.

The Agency is not responsible for the failure of any Cleaner to return keys or for any loss whatsoever that may arise as a result. In such circumstances, the Cleaner shall be liable.

In any event, the Agency shall not be liable for any loss or damage whatsoever caused by bleach or any substances containing bleach.

All warranties in respect of the Service, whether implied by statute or common law, made expressly or otherwise, are hereby excluded to the extent permitted by law. Furthermore, to the extent permitted by law, the Agency does not guarantee the service, or the performance thereof, in any way whatsoever.

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