Terms and Conditions
These terms and conditions constitute the full and complete service agreement between you (The Customer) and the service provider (Ultra Clean) for the provision of services. Please take some time to review this agreement as the use of our services constitutes your acceptance of these terms and conditions. Our terms and conditions may change from time to time so we recommend that you check below to make sure you are aware and accepting of these T&C’s before you engage our services.
1. Bond Back Guarantee
Our ‘Bond Back Guarantee’ is valid for 7 days after completion of our services only. It provides you with a free re-clean of your property if it hasn’t been cleaned to the expectations of your landlord/agent, it does not mean it guarantees you a refund should your agent not be happy with some aspects of the clean. As we are time based we do as much of our checklist as we can within the time allocated. There is no guarantee for a property if it is still lived in even if the person is staying in the garage or one room.
Before rectifications commence the customer is required to provide the job sheet containing the clear list of works to complete. This document must be issued by the Real Estate or Landlord. Our scope of works does not cover dust settlement that occurs normally between time of service and re-inspection. Note that accumulation of dust over time is considered normal and activities such as ‘open homes’ are likely to speed up this process.
We suggest to our clients that a booking for our bond / move-out / exit cleaning service occur either one or two days prior to the lease expiring. This is so the agent can conduct their exit condition report and if any cleaning issues are identified; we can be advised in the above stated time and have it rectified.
2. Service Quotes
All quotes are based on the information provided to us by the customer. All quotes are a fixed price fee based on the information provided. The basis of this fixed price is ‘a property left in a reasonable state of cleanliness’. The only time a price may change with the approval of the customer would be for the following reasons: state of property not as expected; customer’s original requirement is altered; variations to the condition or size. Any of these reasons constitutes the booking to be altered by mechanisms of: re-scheduling, cancellation, or an increase in price at the discretion of Ultra Clean and with the customers agreement. If Ultra Clean and the customer do not agree Ultra Clean is able to cancel the service and refund the customer minus our cancellation fee of $300.
3. Vacant Possession
When conducting a move-out or bond type clean; we need the property to be completely vacant at the time of our cleaning service. Part furniture (with the exception of a furnished property) remaining in a property won’t allow us to properly clean in and around such items. Moving of furniture from a property during the cleaning process may prolong the cleaning process if our teams are required to work around such.
4. Additions and Amendments
Any changes to the service must be agreed by Ultra Clean prior to the service time. If the customer requires any additional services or variations at the time the service is being performed, the customer must first contact Ultra Clean by telephone or email, who may agree to provide the additional services in its absolute discretion. The service provider is not authorised to agree to any changes to the service being provided. The customer must not request such changes directly from the service provider.
5. Bond Cleaning
Bond cleaning excludes the following items which may be conducted for an agreed ‘extra’ cost:
• Full washing or wiping of blinds or curtains
• Outside glass
• Carpet cleaning
• Pest control
• Full wall washing (we spot clean as per our checklist)
• Garage Cleaning
• Stained grout/mould removal
Services may be performed by 2 or 3 separate contractors especially where carpet cleaning and pest control are included.
Our cleaning services run day and night so if you are unable to meet the teams you make sure a key is accessible.
6. Bond Cleaning (Fully Furnished)
For bond cleaning of fully furnished properties, wiping of furniture and appliances (e.g. coffee table, microwave, fridge etc) is included. The service excludes cleaning of kitchenware (e.g. cutlery) and linens (e.g. bed sheets).
7. Customer Representations and Warranties
The Customer represents and warrants that:
(a) They will provide a safe working environment at the Premises for the service provider to perform the Service;
(b) The service provider will have unencumbered and unobstructed access to those areas of the Premises requiring the Service;
(c) They will provide the service provider with access to all services and utilities (including hot and cold water, electricity, and rubbish bins) as required by the service provider to provide the Service. Ultra Clean reserves the right to cancel any booked jobs once we arrive onsite without these utilities. This may result in a $50 travel fee upon the discretion of Management at the time;
(d) They will advise Ultra Clean prior to the commencement of the service of any hazards, slippery surfaces, risks or dangers;
(e) Ultra Clean is authorised to use the premises and obtain the provision of Service;
(f) The customer must 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;
(g) The customer acknowledges that any personal property located at the premises may be disposed of or moved by the service provider in their efforts to facilitate the service;
(h) If the Customer requires Ultra Clean to clean behind or under any heavy items (e.g. a fridge, bookshelves or other furniture), they will move those items prior to the commencement of the Service;
(i) The customer agrees to indemnify Ultra Clean against any loss or damage resulting in any breach of this agreement.
8. Carpet Cleaning
Our standard steam carpet cleaning will remove dirt, grime and dust from every day foot traffic and most clear liquid spills. Extra charges may apply to heavily soiled carpets. Our best effort will be made to clean the carpets, but the result will vary from carpet to carpet, and the result will be dependent on a number of factors beyond the control of Ultra Clean and that we give no guarantee as to the actual result of the service. Please note that any wear or discolouring of fabric or surfaces becoming more visible once dirt has been removed. Some stains that are deemed permanent may not respond satisfactorily to any treatment. For this reason, we do not guarantee removal of permanent stains.
Ultra Clean uses sub contractors sourced from various avenues and recruitment procedures. They are not directly employed by Ultra Clean and all have their own ABNs and run their own small businesses. By booking our service you are consenting to Ultra Clean outsourcing the cleaning job to these various contractors.
10. Cancellation & Reschedule Fee
In order to provide a professional service and to avoid any business disruption caused by no-shows, and short notice cancellations; the minimum cancellation notice period is 10 business days. We reserve the right to cancel any booked job once we arrive on site if we deem the job to be over and above what was initially agreed upon at the time of booking; falls outside of the scope of what is reasonably required in terms of cleaning; an unsafe working environment for us (including verbal or physical abuse, intimidation and personal remarks about the contractor); or any factors in which we deem unsuitable to obtain the best possible outcome for us or our client. In the case of any of these issues the cancellation fee of $300 applies.
Conditions for failure to meet notification periods are listed below:
a) When a customer fails to provide 10 business days cancellation notice period, the customer agrees to pay a cancellation fee of $100 for administration costs;
b) When a customer fails to provide more than 48 hours cancellation notice, the customer agrees to pay a cancellation fee of $200 for administration costs and loss of income for the cleaning team.
c) When a customer fails to provide more than 24 hours cancellation notice, the customer agrees to pay a cancellation fee of $300 for administration costs and loss of income for the cleaning team.
d) In the event that the customer does not appear or does not provide unencumbered access to the premises for a Ultra Clean representative on the day of the service, the customer agrees to pay a cancellation fee of $300 for administrative and travel costs that is equivalent to our minimum call out fee;
e) If the property is not ready for the cleaning at the service time including tenant still in the process of moving, the customer agrees to pay $50 per hour, per representative of disruption caused or cancel, the customer agrees to pay a fee of $300 for administrative and travel costs that is equivalent to our minimum call out fee.
If cancelling with more than 10 business days notice only the deposit of $50 will be payable for administration costs. This is regardless of when the booking was made.
f) If the balance payment is not received in our account as cleared funds on the morning of your service booking by 7am AEST we will do our best to have it done that day once the payment shows in our account but we reserve the right to perform the service the next business day (within a reasonable time frame).
All cleaning times advised are approximate only and cannot be guaranteed. We only guarantee that the clean will commence on the day it was booked for and be completed by the following day at 12noon. If it is not completed on the date it was booked for and you don’t agree to a reschedule to another day you will be provided with a full refund unless payment was not received in time as per d) above.
11. Payments and Refunds
At the commencement of service all payments must be made by direct debit or bank transfer. A $50 deposit will be required for bond cleans upon booking. THIS DEPOSIT IS NON-REFUNDABLE AND PAYS FOR THE ADMIN COSTS INVOLVED IN BOOKING IN YOUR SERVICE. No teams are confirmed until this deposit is paid. The balance must showing as cleared funds in our account by 7am AEST the day of your service.
a) Direct debit or bank transfer transactions must be cleared prior to the commencement of service;
b) If any extra payment is required, the payment must be made in full prior to or at the time of service. If paid by direct debit you authorise us to process the extra cleaning from the account used.
c) We do not offer refunds. We charge for our time, therefore we cannot after the fact, offer a refund for that time. In line with consumer law as specified by Fair Trading NSW, Fair Trading QLD, Fair Trading ACT, Consumer Affairs Victoria, Consumer Affairs NT, Consumer & Business Services SA, Fair Trading TAS and The Department of Mines, Industry Regulation & Safety WA, we will offer a remedy in the form of a return service free of charge as specified in the ‘Bond Back Guarantee’ clause that forms part of our Terms and Conditions.
12. Exclusions and Limitations
(a) The only conditions and warranties which are binding on Ultra Clean in respect of the state, quality or condition of goods and services supplied by Ultra Clean to Customers are those imposed and required to be binding by statute (Australian Consumer Law).
(b) To the extent permitted by statute, the liability, if any, of Ultra Clean is limited to and completely discharged by the resupply of the Service. Ultra Clean is not responsible for;
(i) Not completing or providing the service as a result of a breach of a warranty by the customer (including a failure by the customer to provide utility services, a safe working environment or unencumbered access to the premises.
(ii) Not completing or providing the service as a result of the service provider or the sub contractor not proceeding for health and safety reasons under clause 7;
(iii) Any loss or damage incurred by the customer or any third party as a result of the effects of a force majeure, being any event beyond the reasonable control of Ultra Clean;
(iv) Not completing or providing the service due to an act or omission of the customer or any other person at the premises during provision of the service;
(v) Wear, damage or stains that cannot be completely cleaned or removed;
(vi) Any wear or discolouring of fabric or surfaces becoming more visible once dirt has been removed;
(vii) Any loss incurred as a result of any breakage or damage to goods, items of value (including antiques, items of sentimental value) or the premises; or;
(viii) The cost of any key replacement or locksmith fees, unless keys were lost by Ultra Clean or the service provider;
(ix) Not completing or providing the service as a result of the service provider or the sub contractor not proceeding or not turning up to the job.
(c) Except as provided in this clause, all conditions and warranties implied by law in respect of the state, quality or condition of the service which may apart from this clause be binding on Ultra Clean are excluded.
(d) The customer acknowledges that the results of any services provided may vary depending on a number of factors (including time elapsed since premises was last serviced and nature of the service required), and that Ultra Clean gives no guarantee as to the actual results of the service.
(e) Except to the extent provided in this clause, Ultra Clean has no liability (including liability in negligence) to any person for any loss or damage, consequential or otherwise, suffered or incurred by that person in relation to the products or services provided by Ultra Clean (including any loss caused by, or resulting directly or indirectly from, any failure, defect or deficiency or any kind of or in the products used or services provided by Ultra Clean).
Complaints and concerns should be lodged within 3 business days of completion via email with a copy of your receipt/invoice to email@example.com along with photographs OF THE CLEANING ISSUES and the agents/landlords exit report or email. Please note that we DO NOT ACCEPT COMPLAINTS BY TELEPHONE – THIS IS NON NEGOTIABLE.