Terms and Conditions

Terms and Conditions

This Is Neat Cleaning Pty Ltd ABN 92 616 673 440 (we, us or our) offer end of lease, vacate and moving cleaning services (Services) which you can book via our website, available at https://thisisneat.com.au/ (Site).  

1. Bookings and Services
   1. You accept these terms and conditions (Terms) by making a Booking via the Site. All personal information that you give to us will be treated in accordance with our Privacy Policy.
   2. You can create a booking by accurately filling out our ‘Get a Quote’ form on the Site, indicating which Services you require (whether our end of lease cleaning, and additional extra cleaning services) scheduling a date and time that suits you, adding the address where the Clean is to take place (Premises) and your contact details, and paying via the Site (Booking).
   3. When you create a Booking, we will send you a confirmation email. Each Booking for cleaning Services is a Clean. 
   4. In consideration of your payment of the Price, we will provide the Services in accordance with these Terms, using our employees or contractors (Team).
2. Payment
   1. You agree to pay us the price for the Clean described in the quote (Price) at the time you make a Booking through Stripe, a third party payment processor. You acknowledge that we have no control over Stripe, and your use of Stripe may be subject to Stripe’s terms and conditions. We do not store any credit card details, and all payment information is collected and stored through Stripe.
   2. We may offer promotional codes from time to time. To claim the discount, you must enter the code when making a Booking. Promotional codes are subject to the following conditions:
      1. they are only valid for the timeframe specified on the Site;
      2. they are not transferable or redeemable for cash and cannot be used to purchase gift cards;
      3. they cannot be applied to Bookings that have already been placed; and
      4. only one promotional code can be used per Booking. 
3. Changes and cancellations
   1. If you wish to add additional Services to a Clean, you may contact us at least [48 hours] prior to the Clean. If our Team is available to provide those additional Services, we will notify you of the additional fee which must be paid by you via Stripe prior to the Clean.
   2. You may cancel or reschedule a Clean at least 72 hours prior to the Clean by calling our Team or communicating with us via the portal in your Booking confirmation email. Where you cancel or reschedule a Clean in accordance with this clause, we will refund the Price, less any Stripe fees.
   3. Your quote is based on the accuracy of the information you provide when making a Booking. However, if before or during a Clean our Team discovers that additional Services are required as part of a Clean (for instance, where you inaccurately described the size, number of rooms, or condition of the Premises), our Team will not proceed with performing those additional Services until our administrative Team has discussed this with you and we have received payment of an additional fee. Any fee for additional Services must be paid by you via Stripe prior to us performing those additional Services.
   4. We may charge a cancellation fee of $100 (which is a genuine pre-estimate of our loss, calculated based on the expense of sending our Team to the Premises, and not being able to perform the Services or receive payment during the allocated timeframe), if our Team is unable to provide the Services, whether because: (i) the Premises poses health or safety concerns to our Team; (ii) our Team cannot access the Premises; (iii) the Premises is not ready for the Clean because it is still furnished, you are in the process of moving, or other service providers are providing removal, renovation or other services which would interfere with the Clean; (iv) our Team cannot access parking, water or electricity at the Premises; or (v) you have not provided us with at least 72 hours’ notice to cancel the Clean.  
   5. In the unlikely event that we need to cancel a Clean (due to no fault on your part) we will aim to provide you with as much notice as possible and we will reschedule the Clean to a time that suits you. Where we cannot find a suitable time to reschedule the Clean, we will refund the Price. 
4. Your responsibilities
   1. You agree to:  
      1. provide us and our Team with unfettered access to the Premises, free from harm or risk to health or safety, at the date and time of the Clean. This includes providing us with a convenient space to park our vehicle (whether in your building or on your street, nearby to your Premises). Where we need to pay any parking fee to perform the Clean, we will provide a receipt of this fee, for which you agree to reimburse us via Stripe; 
      2. prior to the Clean, notify us of any hazards, slippery surfaces or other dangers that may impact the health and safety of our Team;
      3. remove all of your belongings, furnishings and rubbish from your Premises prior to the Clean. Where any rubbish removal services are required, we will notify you of any additional fee payable which you agree to pay via Stripe;
      4. ensure that, where we are cleaning behind or under any heavy items, such items have been moved to allow us to perform the Services, prior to the Clean;
      5. where possible, leave our Team to perform the Services as swiftly as possible, by minimising the amount you talk to and interact with the Team;
      6. ensure that, following the Clean, no removalists or tradespeople who may damage or dirty the Premises enter the Premises;
      7. where you provide us with any cleaning supplies to use, only provide us with non-caustic and non-toxic supplies;  
      8. comply with these Terms, our reasonable requests or requirements, and all applicable laws; and  
      9. provide all assistance, information, access and permissions reasonably necessary to enable us to comply with our obligations under these Terms or at law.
5. Bond Back Guarantee
   1. You are required to confirm with your real estate agent which specific cleaning services are required under your lease agreement. You must ensure that you tick the appropriate checkboxes on our cleaning checklist when booking a Clean.
   2. If, within 72 hours after your Clean, we are notified by you or your real estate agent that a part of our Services (as described in your Booking and in our cleaning checklist) has not been completed satisfactorily to allow your tenancy bond to be released back to you, we will come back to your Residence to re-perform those Services for no additional fee (Bond Back Guarantee). Any such notification should include photographs evidencing the areas that need to be addressed and we will make an assessment of whether the area is cleanable.
   3. Our Bond Back Guarantee does not cover the following:
      1. cleaning services not described in your Booking or cleaning checklist available on the Site; 
      2. permanent damage at your Residence, including smoke stains, carpet stains, hard water stains, wall marks, mould, rusting, grease stains, and permanent odours; and
      3. areas which, in our professional opinion, cannot be cleaned.
6. Australian Consumer Law
   1. Our Services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the Services, you are entitled:
      1. to cancel your service contract with us; and
      2. to a refund for the unused portion, or to compensation for its reduced value.
   2. You are also entitled to be compensated for any other reasonably foreseeable loss or damage.
   3. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.
   4. Nothing in these Terms attempts to modify or exclude your statutory rights as a consumer under the ACL. 
   5. Subject to your ACL rights, we exclude all express and implied warranties, and all material, work and services (including the Services) are provided to you without warranties of any kind, either express or implied, whether in statute, at law or on any other basis.
7. Exclusions to liability
   1. In the rare case that an accident, breakage or damage occurs, our Team will inform you as soon as possible, and work with you to seek a resolution. 
   2. Despite anything to the contrary, to the maximum extent permitted by law, we will not be liable for, and you waive and release us from and against, any Liability caused or contributed to by, arising from or connected with:  
      1. any permanent, irreparable or un-cleanable parts of your Premises, including smoke stains, carpet stains, hard water stains, wall marks, mould, rusting, grease stains, and permanent odours which cannot be reasonably removed or cleaned as part of the Services;
      2. any damage to items in your Premises during the clean, contributed to by pre-existing wear and tear, incorrect installation, incorrect assembly or incorrect usage by you; 
      3. any damage to items in your Premises which should have been removed prior to the Clean; or
      4. any works, services, goods, materials or items which do not form part of the Services (as expressed in these Terms), or which have not been provided by us.
         
8. Limitations on liability
   1. Despite anything to the contrary, to the maximum extent permitted by law:  
      1. neither party will be liable for Consequential Loss; 
      2. a party’s liability for any Liability under these Terms will be reduced proportionately to the extent the relevant Liability was caused or contributed to by the acts or omissions of the other party; and
      3. our aggregate liability for any Liability arising from or in connection with these Terms will be limited to us resupplying the Services to you or, in our sole discretion, to us repaying you the amount of the Price paid by you to us in respect of the supply of the relevant Services to which the Liability relates.  
         
9. General
   1. Amendment: These Terms may be amended from time to time. The Terms that apply are those that are in place at the time you make a Booking. 
   2. Force Majeure: Neither party will be liable for any delay or failure to perform their respective obligations under these Terms if such delay or failure is caused or contributed to by an event outside their reasonable control. This clause will not apply to a party’s obligation to pay any amount that is due and payable to the other party under these Terms.
   3. Governing law: These Terms are governed by the laws of New South Wales.  Each party irrevocably and unconditionally submits to the exclusive jurisdiction of the courts operating in New South Wales.  
10. Definitions In these Terms:
    
    ACL or Australian Consumer Law means the Australian consumer laws set out in Schedule 2 of the Competition and Consumer Act 2010(Cth), as amended, from time to time. 
    
    Consequential Loss includes any consequential loss, indirect loss, real or anticipated loss of profit, loss of benefit, loss of revenue, loss of business, loss of goodwill, loss of opportunity, loss of savings, loss of reputation, loss of use and/or loss or corruption of data, whether under statute, contract, equity, tort (including negligence), indemnity or otherwise. The Parties acknowledge and agree that your obligation to pay us the Price and any other amounts due and payable by you to us under these Terms will not constitute “Consequential Loss” for the purposes of this definition.
    
    Liability means any expense, cost, liability, loss, damage, claim, notice, entitlement, investigation, demand, proceeding or judgment (whether under statute, contract, equity, tort (including negligence), indemnity or otherwise), howsoever arising, whether direct or indirect and/or whether present, unascertained, future or contingent and whether involving a third party or a party to these Terms or otherwise.

For any questions, please contact us at:

This Is Neat Cleaning Pty Ltd
ABN 92 616 673 440
Email: hello@thisisneat.com.au

Lastupdate: 28 July 2021

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