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TERMS AND CONDITIONS OF SERVICE

1. INTRODUCTION

This Terms and Conditions agreement (“Agreement”) sets out the terms under which Clean Advice (“we,” “us,” or “our”) provides cleaning services to clients (“you” or “your”). By engaging our services, you acknowledge and agree to be bound by these terms. These conditions apply to all our service categories, including Aged Care, NDIS, Commercial, and Private Domestic Cleaning.

 

2. SCOPE OF SERVICES

We provide professional cleaning services for:

  • Aged Care Facilities & In-Home Care: Cleaning for aged care homes and private residences under aged care funding.
  • NDIS Participants: Specialist and general cleaning services covered under your NDIS plan.
  • Commercial Clients: Office cleaning, retail, hospitality, strata, and industrial cleaning.
  • Private Domestic Cleans: One-off or recurring home cleaning services.

All services are subject to availability, scheduling, and the client meeting the conditions set out in this Agreement.

 

 

3. BOOKINGS & SCHEDULING

  • Booking Confirmation: Bookings are only confirmed once an agreement has been reached regarding service type, frequency, and payment terms.
  • Service Modifications: Clients may request adjustments to their booking with at least 24 hours’ notice before the scheduled service.
  • Access to Property: Clients must ensure safe and reasonable access to the premises. If our cleaners are unable to access the property (e.g., locked doors, no entry instructions), the full service fee may be charged.

4. PRICING & PAYMENT TERMS

4.1 Service Rates:

  • NDIS & Aged Care Cleaning: Charged as per government-regulated pricing guidelines.
  • Commercial Cleaning: Priced based on business size, frequency, and specific needs.
  • Private Cleans: Minimum 5-hour booking applies.

4.2 Payment Schedule:

  • Invoices must be paid within 14 days of issuance.
  • NDIS Clients: Invoices are sent to your Plan Manager or directly claimed through your plan if self-managed.
  • Commercial Clients: Payment terms are 14 days of issuance unless stated otherwise in individual contracts.
  • Private Clients: Payment is due within 14 days of issuance.

4.3 Late Payments & Fees:

  • A 5% late fee per week applies for overdue payments.
  • Clean Advice reserves the right to suspend services if invoices remain unpaid beyond the due date.

 

5.CANCELLATIONS & RESCHEDULING

5.1 Standard Cancellation Policy:

  • More than 24 hours’ notice: No charge.
  • Less than 24 hours’ notice: 100% of the service fee will be charged.
  • If a client refuses a replacement cleaner and cancels within 24 hours, the cancellation fee still applies.

5.2 NDIS &Aged Care Cancellations:

  • Cancellations must align with NDIS funding rules or aged care policies.
  • If funding is suspended or exhausted, clients must notify us immediately to avoid additional charges.

6. CLEANING STANDARDS & QUALITY ASSURANCE

6.1 We strive to maintain high-quality cleaning standards. If you are unsatisfied with a service, you must notify us within 2 working days so we can investigate and rectify the issue.
6.2 Our cleaners follow industry best practices, but we do not guarantee stain removal or damage reversal.

 

7. CLIENT RESPONSIBILITIES

7.1 The client is responsible for:

  • Providing a safe working environment for our cleaners.
  • Declaring any hazards, fragile items, or special instructions before the service.
  • Ensuring that all valuables and personal items are secured before cleaning begins.

 

8. LIABILITY & INSURANCE
8.1 Insurance Coverage: We maintain full Public Liability Insurance as well as our subcontractors own required insurances.
8.2 Limitations of Liability:

  • We are not responsible for pre-existing damage or minor wear and tear that occurs as part of standard cleaning.
  • Any claims for damages must be reported within 24 hours of service completion.
  • We do not accept liability for delays or service failures beyond our control (e.g., weather, emergencies).

 

9. CONFIDENTIALITY & PRIVACY

9.1 Clean Advice is committed to protecting client privacy. We will not disclose personal or business details unless required by law.
9.2 Personal data collected is stored securely and used solely for service-related purposes.

 

10. TERMINATION OF SERVICES
10.1 We reserve the right to terminate services if:

  • Payments are consistently overdue.
  • Clients exhibit abusive, aggressive, or inappropriate behavior toward our team.
  • The working environment is deemed unsafe.

10.2 Clients may terminate ongoing services with 30 days’ written notice unless otherwise
agreed in their service contract.

 

11. DISPUTE RESOLUTION
11.1 If a dispute arises, we encourage open communication to resolve issues amicably.
11.2 If a resolution cannot be reached, disputes will be handled in accordance with South Australian law.

 

12. AMENDMENTS TO TERMS & CONDITIONS
12.1 Clean Advice may update these terms from time to time. Clients will be notified of any material changes before they take effect.

 

13. GOVERNING LAW
This Agreement is governed by the laws of South Australia, Australia. Any legal proceedings shall be conducted within this jurisdiction.

 

14. ACCEPTANCE OF TERMS
By engaging Clean Advice, you acknowledge and accept these Terms & Conditions.

 

15. COVID-19 Safety Update 2025
Clean Advice strictly adheres to all current government regulations, along with the internal policies of NDIS, Aged Care, and Home Care providers. These guidelines are an essential part of our daily operations, ensuring the safety and well-being of all our customers.

 

As part of our commitment to safety, all Clean Advice cleaners are required to have a minimum of three COVID-19 vaccinations, in compliance with Aged Care regulations. This measure ensures we continue to provide a safe and reliable service while maintaining the highest standards of care.

 

We will continue monitoring updates and adjusting our policies accordingly to uphold the well-being of our staff and clients.

 

For any questions, please contact us at [email protected].