Terms & Conditions
By ordering Vanda Cleaning Services by telephone, e-mail or web site the client agrees to be bound by the terms and conditions of Vanda Cleaning Services. The price at which work has been assessed does not include anything apart from our standard cleaning specifications.
The client is not allowed to employ any Vanda Cleaning Services cleaners for at least 6 months after the termination of services by Vanda Cleaning Services. Working with Vanda Cleaning Services is based on trust. Both the client and Vanda Cleaning Services are obligated not to disclose any confidential information about each other to a third party.
The sales advisers can only give a rough estimate of the duration of the cleaning service, which is based on a basic description of the customer’s property. Please note that duration may vary therefore a degree of flexibility is required.
48 hours’ notice required for booking changes/cancellation, otherwise call out fees apply. The client agrees to pay the $66.00 cancellation/call-out fee if the client cancels or changes the day/time less than 48 hours prior to the scheduled appointment.
Regular cleaning – Weekly, Fortnightly and Monthly Cleaning
The domestic sector client has the right to terminate the whole cleaning services by giving two weeks advance notice. The commercial sector client has the right to terminate the whole service by giving four weeks advance notice.
Guarantee of service
Your satisfaction is our main concern. We want to make sure that you are no less than 100% satisfied every time you use one of our services. If you are not happy with our cleaning performance, please notify us in writing within 24 hours and we will come back to fix the oversight.
Since cleaning is a very personalised and subjective service, we cannot offer refunds to customers. However, we want you to be 100% satisfied with our services; but, if you are not happy with our cleaning performance, please notify us in writing within 24 hours and we will come back to fix the oversight. Please see our guarantee of service on top!
In case of a complaint, Vanda Cleaning Services requires to be notified in writing within 24 hours after completion of the cleaning work. No claims will be entertained after the above time limit. The customer accepts and understands that poor service, breakage/damage or theft must be reported within 24 hours from the service date. Failure to do so will entitle customer to no refunds or recovery cleanings.
If the customer has scheduled an inspection or inventory check then it must be scheduled to commence no later than 24 hours after the cleaning job has been carried out. Vanda Cleaning Services may take up to 7 working days to respond to a complaint. Vanda Cleaning Services will not accept a complaint based on an inspection or inventory check report, filed more than 24-hours after the cleaning session.
All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewellery, items of sentimental value (the customer will be credited with the items present cash value), art and antiques.
Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a $100 per household liability limit.Vanda Cleaning Services agrees to keep all customers’ information confidential.
In case of damage Vanda Cleaning Services will repair the item at its cost. If the item cannot be repaired Vanda Cleaning Services will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from a Vanda Cleaning Services source upon payment of cleaning services rendered.
Payment will be processed via credit card on the day of the job or cash upon completion and a receipt will be emailed to the nominated email address. Vanda Cleaning Services will contact the customer immediately if the property is in sub-standard condition and additional time is needed. We will adjust quote accordingly.
$100 Security Deposit will be deducted with larger jobs (jobs costing over $100) and the balance will be charged to the customers credit card upon completion of the service. The Customer agrees that any outstanding amount owed to Vanda Cleaning Services can be charged from the debit/credit card the customer has provided at the time of the booking.
Surcharge may apply for areas outside Melbourne Metro Area. Metropolitan area is defined as being 30km from Melbourne CBD – surcharge of $20 applies for rural areas outside of the Melbourne metropolitan area.
Itemized invoices or break downs of the job can only be provided if requested during the booking process and prior to the job being completed. The customer understands that Vanda Cleaning Services cannot produce an itemized invoice if requested after the job has been completed.
End of Tenancy Cleaning
The standard end of tenancy cleaning service does not include cleaning of walls, ceilings, curtains, blinds (dusting of blinds is included only), car-spaces, garages, balconies, patios, grout cleaning (floor), internal/exterior windows, window tracks, carpets, fridges and microwaves. Should you require any of these items to be cleaned, please advise Vanda Cleaning Services and an additional cost will be agreed upon.
Blinds: if blinds are in bad condition (build up, grease, food particles, mould, stuck on dust) you must notify Vanda Cleaning Services before the job takes place or during the booking process. We will assess if the blinds can be dusted down and spot cleaned by hand or if they need to be cleaned professionally by a blind company. If the property is fully furnished, the tenant must advise Vanda Cleaning Services what furnishings he/she would like to be cleaned.
Oven Cleaning: The customer is aware that Vanda Cleaning Services will do their best to remove as much burnt on carbon as possible during the vacate clean however not all burnt on carbon can be removed by our vacate cleaners. This is generally the case if an oven hasn’t been cleaned on a regular basis and is in sub-standard condition. Vanda Cleaning Services de-grease all ovens during the cleaning process using standard de-greasers. Please be advised that if the oven cannot be dismantled easily de-greasing and cleaning of the oven will be limited.
Wall Cleaning: the customer is aware that not all wall marks can be removed with standard spot cleaning. Vanda Cleaning Services use microfiber cloths when wall cleaning to insure no walls are scratched or damaged during the cleaning process.
Vanda Cleaning Services reserves the right to amend the initial quotation, should the client’s original requirements change. If collection of keys is required from a location outside the postal code area of the cleaning scheduled, $20 charge will apply.
Minimum duration of 4 hours per cleaning visit applies. The customer is advised that an end of tenancy cleaning may take double the length of time required for a general cleaning. Badly neglected properties may take up to three times longer than a well maintained home requiring general cleaning.
Vanda Cleaning Services will not be responsible for failing to remove stains that cannot be removed using normal carpet steam cleaning methods. Existing damage and stains on carpets must be reported to Vanda Cleaning Services prior to commencing work. Vanda Cleaning Services will not be responsible for discolouring of fabrics that become more visible once soil has been removed.
Carpets: Prices are based on standard size room’s up to a maximum of 12 square meters per room (3 x 4 sq/m).
Upholstery: A seat refers to one sitting position. Lounge and Dining rooms combined are considered as two rooms. For heavily soiled, stained and larger rooms, extra charges will applies
Vanda Cleaning Services has 5,000,000 public liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of Vanda Cleaning Services, reported within 24 hours of service date. Vanda Cleaning Services reserves the right to refuse to share any of the confidential company’s documents.
I have received a copy of these Terms and Conditions which I have read and understood. I agree that these Terms and Conditions form the basis of my contract with Vanda Cleaning Services.