Policies, terms & conditions. By booking a clean, you confirm you have read and agree to the following policies, terms and conditions.

 

I. The Coastal Cleaning Co strives to provide the highest level of service. If the client is not satisfied with the service provided, they must notify the Company within 24 hours of the service. The Company will address any issues promptly. It is your responsibility to ensure the information provided on the booking form is true and accurate.

 

II. Hot running water, lighting and electricity must be available for all cleans. In warmer months, team members are permitted to use air-conditioning systems as necessary. 

 

III. The company reserves the right to amend the initial quote if the requirements of the clean change. All cleans are subject time allowances. Results may vary if the clean time is less than the recommended quote given by the Company.

 

IV.  The total due may vary according to the condition of the property and its size. Please allow some flexibility on quotes.

 

V. Due to the harmful nature, staff members are not permitted to touch or clean any human or animal bodily fluids. Including faeces, urine and emesis. We have the right to refuse to enter a property or premises that may cause harm. 

 

VII. Invoices are due on the day of the clean. A $10 per day late payment fee applies to all invoices.

 

VIII. Twice weekly and weekly clean discounts will only come into effect after the second clean is confirmed.

 

IX. Incorrect, unclear  or no access or entry directions may result in a shorter clean time or in some cases an additional fee. Any time spent waiting for access to a property will be taken out of the total clean time.

 

X. To ensure quality results, staff members are permitted to take before and after photos of the clean. These won't be shared without your permission.

 

XI. For cleans that require a change of linen, bed sheets or bedding, a spare clean set must be provided as we may not have time to complete a wash and dry cycle.

 

XII. Clean25: valid for one use only, cannot be used in conjunction with weekly or fortnightly discount.

 

XIII. For cleans with less than 24 hours notice, a $25 surcharge applies.

 

XIV. Cancellation, Reschedule, and No-Show Fee Policy

1. Cancellation Policy

  • 1.1 Client-Initiated Cancellations

  • If a client needs to cancel their scheduled cleaning service, they must provide at least 24 hours' notice prior to the scheduled service time.

  • More than 24 hours' notice: No cancellation fee will be charged.

  • Less than 24 hours' notice: A cancellation fee of 50% of the total invoice will be charged.

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  • 1.2 Company-Initiated Cancellations

  • The Company reserves the right to cancel scheduled services due to unforeseen circumstances such as extreme weather conditions, staff illness, or other emergencies. In such cases:

  • Clients will be notified as soon as possible.

  • Clients will not be charged a cancellation fee.

  • The Company will work with the client to reschedule the service at a mutually convenient date and time.

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2. Reschedule Policy

  • 2.1 Client-Initiated Rescheduling

  • If a client needs to reschedule their cleaning service, they must provide at least 24 hours' notice prior to the scheduled service time.

  • More than 24 hours' notice: No rescheduling fee will be charged.

  • Less than 24 hours' notice: A rescheduling fee of 25% of the total invoice may be charged.

  • 2.2 Company-Initiated Rescheduling

  • If the Company needs to reschedule a service, the client will be notified as soon as possible.

  • No rescheduling fee will be charged to the client.

  • The Company will work with the client to reschedule the service at a mutually convenient date and time.

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3. No-Show Policy

  • 3.1 Client No-Show

  • If a client fails to provide access to the premises at the scheduled service time without 24 hours notice (a “no-show”), the following will apply:

  • A no-show fee of 100% of the total invoice will be charged.

  • The client may need to reschedule the service, and rescheduling fees may apply as outlined above.

  • 3.2 Company No-Show

  • If the Company fails to show up for a scheduled service without prior notice to the client:

  • The client will not be charged for the missed service.

  • The Company will reschedule the clean for a mutually convenient date and time

 

XV. Clients are advised to book the recommended duration for their services. If clients choose to book less time than the minimum required, no refunds or discounts will be provided. It is the client's responsibility to ensure they select the appropriate booking duration to meet their needs.