Well Maid Cleaning Services also referred to onwards as “Well Maid” or “Company” or “we”, “us” reserves the right to make amendments to these terms and conditions for our cleaning services in New South Wales, Australia without giving prior notice. By requesting service from Well Maid, the client accepts the terms and conditions below, and agrees to abide by them. Please carefully read these terms and conditions.
We at Well Maid love our work and will happily do just about any kind of cleaning to help our customers. On the other hand, to maintain a high standard of quality, there are some limitations on what we can do:
* We reserve the right to cancel any service, for any reason. Racism, sexism, or disrespect towards our staff will result in immediate and permanent termination of service.
* Health of our staff is paramount. We do not allow our staff to:
i) climb heights beyond what’s reachable on a two step ladder/step-stool;
ii) move or lift heavy furniture (requiring assistance of one more person to move);
iii) clean bio-hazardous substances (including animal or human waste);
iv) clean areas infested with insects;
v) clean areas with mould;
vi) perform any other tasks that may jeopardise their health or safety.
* We do not assume liability for health and safety of your pets. While we are very mindful and careful about your pets, you are in the best position to ensure their safety and well-being.
* Our cleaners exercise reasonable care when cleaning. We do carry insurance for damage or breakage caused by our cleaners. We are not liable for damage that is caused by “normal wear and tear”, improper installation of an item(s), or artwork, collectibles or family heirlooms valued over $200 and that is not disclosed during the time of making the appointment. If any damage or perceived damage is noticed after the cleaners have left, the customer must notify Well Maid Cleaning Services (Email: [email protected], Phone: 1300 012 887) within 24 hours of any issue that may have occurred at the address during that day and time of the scheduled cleaning. We will do its best to resolved the problem and come up with a reasonable solution. These items include but are not limited to the following examples:
a) Carpet and Rug Snags – Carpet snags are the result of exposed loops caused by normal wear and tear, moving furniture, etc. which are snagged by a vacuum’s roller brush. We use high quality vacuums that are set to industry standards (which cannot be adjusted). In order to limit snags or fraying, we will try our best not to go near the worn areas of carpeting/rugs.
b) Broken Blinds – Customers should be aware that there are some inherent risks each time your blinds are cleaned. Blinds will become brittle from daily exposure to the sun and aging, and strings/chords will weaken over time resulting in breaks.
c) Improperly hung pictures/ decorations/ mirrors – If these items are securely/properly attached to the wall, they should not fall when the item is dusted/wiped.
d) Artwork, Collectibles or Family Heirlooms valued over $200 – These items are expensive and/or impossible to replace. In that case, we do not assume the risk of cleaning such items. It is the customer’s responsibility to inform, in writing, of any item(s) that fall into this category.
e) Woodwork, Vintage/Antique Wood Furniture, Un-finished & Furniture with Special Instructions – Please let us know during your booking if your woodwork, wooden furniture or vintage wooden furniture is not sealed or is made of another material other than actual wood. Please discuss your furniture care needs with specifications as per item if they need special attention in anyway. If you would like to supply your own cleaning product(s) for your specific piece(s) of furniture, leather furniture, pianos, etc., please notify us via email and/or writing details while making the booking of the preferred product(s) you will provide us with.
* We need electricity and water! If your utilities are turned off, we will gladly reschedule to when they are back on.
* If the home is in a state that requires extensive cleaning work – broken glass, mountains of clutter, or “hoarder’s living space” – we can most likely bring it to a livable/ habitable standard. However, the end result will not be comparable with the level of cleanliness we can achieve on a standard home. Because of that, we will discuss this issue before starting the job and upon arrival onsite. We will photograph before and after for potential sharing and strategising within our company on how to best approach the cleaning. We may use the photos of our work on our social media – without any of your identifiable information in the photo, e.g. a sink, a stove, a vacant space, etc.
* We carefully plan our appointments and any last-minute cancellations or rescheduling are very disruptive and result in losses to the company and our staff. Because of this, we have a 24-hours $100 cancellation/ rescheduling fee. Occasionally we are able to waive it when we can replace the appointment with another one or if there is a serious reason for the cancellation.
* COVID-19: No customer shall book a service with Well Maid without fully disclosing their knowledge of Covid symptoms. As a customer of Well Maid Cleaning Services, it your responsibility to make Well Maid Cleaning Services aware if you experience any symptoms of, or relating to Covid. If you have recently been out of the country, feeling sick, cared for someone feeling sick, been in quarantine or planning to be in quarantine, all such and other related information must be disclosed to Well Maid Cleaning Services in accordance with the health and safety laws of Australia. Well Maid Cleaning Services reserves the right to discontinue any service on the grounds of health and safety.
* REFUNDS: Our services are personalised to each customer, therefore, Well Maid Cleaning Services does not offer refunds. However, please contact us within 24hours after the booking start time if you have any complaints about your cleaning service. We do not offer refunds, but we would offer you a free re-clean if we are notified within 24hours of the initial cleaning. Customers must list, with pictures, areas of the home that were missed during the initial cleaning. Any areas not listed within 24hrs of the initial cleaning will not be honoured in the re-clean. Also, customers may not add a new service to the re-clean without reaching our minimum new service requirement. Our free re-cleans will take place within 24hrs to 48hrs. The customer must be available to grant access to the cleaners for the re-clean.
* You agree to defend, indemnify and hold harmless Well Maid Cleaning Services and its subsidiaries, agents, licensors, managers, and other affiliated companies, entities and their employees, owners, contractors, agents, officers and directors, from and against any and all claims, damages, obligations, losses, liabilities, costs or debt, and expenses (including but not limited to attorney’s fees) arising from: (i) your use of any cleaning services received by you and performed by Well Maid Cleaning Service’s representatives; (ii) any alleged or actual loss or damage to property (including your residence), resulting from the performance of work undertaken by Well Maid Cleaning Services.